Residential Dispatcher

Magnolia Companies; Washington (District of Columbia); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Medical benefits

401(k) contributions

Paid time off

Job summary

Magnolia Companies is looking for a Residential Dispatcher to support our growing Residential Services team in Washington, DC. This role involves scheduling and dispatching HVAC and plumbing service calls, ensuring effective communication with customers, and maintaining operational efficiency. The ideal candidate will be proactive, detail-oriented, and possess excellent customer service skills.

We offer a collaborative team environment with benefits starting from day one, including medical coverage and opportunities for career advancement.

Qualifications

• Prior dispatch experience required.
• Industry experience in plumbing or HVAC preferred.
• Ability to work independently and collaboratively with office staff and technicians.

Responsibilities

• Schedule and dispatch residential plumbing and HVAC service calls efficiently.
• Monitor technician locations and job progress in real time.
• Communicate with customers to confirm appointments and provide updates.

Skills

Organizational skills

Multitasking

Communication skills

Customer service

Attention to detail

Tools

ServiceTitan

Job description

Magnolia Plumbing, LLC has proudly served the DC metropolitan area for over 75 years, delivering reliable solutions for residential and commercial customers across HVAC, plumbing, wastewater management, and underground site utility work.

We believe the best service starts with the best people, so we hire the best and invest in their success.

Residential Dispatcher

The Residential Dispatcher will support our growing Residential Services team by coordinating HVAC and plumbing service calls in a fast‑paced environment. This entry‑level role offers opportunities for growth and advancement.

Responsibilities

• Schedule and dispatch residential plumbing and HVAC service calls efficiently and effectively.
• Monitor technician locations and job progress in real time using ServiceTitan.
• Communicate with customers to confirm appointments, provide ETA updates, and address scheduling concerns.
• Adjust schedules dynamically to accommodate urgent service requests, delays, cancellations, and emergency situations.
• Ensure technicians are dispatched with the correct job information, tools, and materials.
• Prioritize calls based on urgency, technician skillset, and geographic location.
• Support the service team with work order entry, documentation, and follow‑up communication.
• Review, process, and close completed service tickets accurately within ServiceTitan.
• Collaborate with office staff and management to improve workflow efficiency and customer satisfaction.
• Monitor and respond to emails consistently throughout the business day.
• Pull permits when required for scheduled work.
• Follow up on calls in waiting, parts pending, or return status every 3 days.
• Issue purchase orders as needed.
• Send daily technician availability for evening and next‑day shifts at the close of business.
• Confirm upcoming appointments for the next business day.
• Coordinate technician and apprentice scheduling for upcoming shifts.
• Maintain professionalism and excellent customer service during all customer and team interactions.

Qualifications

• Prior dispatch experience required.
• Industry experience in plumbing or HVAC preferred.
• Experience using ServiceTitan or similar dispatch/service management software preferred.
• Strong organizational and multitasking skills in a fast‑paced environment.
• Excellent communication and customer service abilities.
• Ability to think quickly and make scheduling adjustments in real time.
• Strong attention to detail and follow‑through.
• Proficient with email communication and basic computer systems.
• Ability to work independently and collaboratively with office staff and technicians.
• Dependable, professional, and team‑oriented mindset.
• Must pass a pre‑employment background check and drug screening.

Benefits & Culture

• Medical benefits starting the first of the month, plus company‑paid life insurance and long‑term disability.
• Company contributions to 401(k) and HSA.
• Company‑paid Employee Assistance Program (EAP) and mental health coverage.
• Company‑paid Basic Life Insurance Policy.
• Paid time off (PTO) available from day one.
• Empowered environment: we trust you to own your work.
• Opportunities for career advancement and professional development.
• Collaborative and team‑oriented workplace culture.
• Stable, established company with over 75 years of industry experience.

Background check and drug screening will be required after an offer of employment.