Service Dispatch & Scheduling Specialist

Gem Plumbing & Heating; Providence (RI); On-site; USD 45,000 - 65,000; Full time

Job summary

Gem Plumbing & Heating is seeking a Service Dispatcher/Coordinator to optimize daily schedules for Service Technicians, acting as the central hub between technicians, customers, warehouse, and management. You will manage calls, coordinate parts, and ensure timely service delivery while maintaining accurate records in ServiceTitan.

The role emphasizes strong organization, communication, and problem-solving in a fast-paced plumbing service environment, with a focus on customer satisfaction and

Qualifications

• 2-3 years of dispatching, scheduling, or service coordination experience preferred.
• Experience in a trade service environment (HVAC, plumbing, electrical, or similar) strongly preferred.
• Strong organizational and multitasking skills in a fast-paced environment.
• Excellent communication skills with customers, technicians, and management.
• Ability to make real-time decisions and adjust schedules based on changing priorities.
• Proficiency with dispatching or service management software (ServiceTitan or similar preferred).
• Working knowledge of routing, scheduling efficiency, and technician productivity metrics.
• Strong attention to detail and accuracy in data entry and records.

Responsibilities

• Dispatch Service Technicians one call at a time using effective routing and scheduling practices.
• Debrief technicians after each service call to capture updates, job status, and follow-up needs.
• Debrief on-call technician each morning regarding overnight calls and outstanding issues.
• Contact customers prior to dispatch to confirm availability.
• Notify customers when technicians are running outside the scheduled time window or when rescheduling is required.
• Respond to all overnight messages and customer emails in a timely manner.
• Schedule and coordinate demand service calls as they are received.
• Create and update work orders as service calls are received.
• Maintain and manage the dispatch board, reviewing schedules 2-3 days in advance.
• Finalize and detail the following day’s service schedule by 3:30 PM.
• Notify warehouse staff of cancelled calls when parts have already been ordered.
• Ensure required parts have been ordered for scheduled work (verification, not purchasing).
• Contact customers with 'parts pending' status once parts arrive to schedule return visits.
• Support positive customer experience by addressing and resolving low-level customer concerns.
• Optimize technician routes to improve efficiency and support dispatching for profitability.
• Maintain accurate customer files in ServiceTitan, including site-specific details (access issues, equipment, lifts, filters, etc.).
• Maintain and update the on-call schedule, including primary and standby technicians.
• Maintain accurate customer history records to support efficient future service.
• Communicate daily call capacity and scheduling constraints to the Service Manager and Customer Service Representatives.
• Collaborate with the coordination team and department manager to support departmental goals.
• Perform other related duties as assigned.

Skills

Dispatching

Scheduling

Service coordination

Organizational skills

Communication

Decision making

Customer service

ServiceTitan

Routing efficiency

Data accuracy

Tools

ServiceTitan

Job description

Gem Plumbing & Heating is seeking a Service Dispatcher/Coordinator to optimize daily schedules for Service Technicians, acting as the central hub between technicians, customers, warehouse, and management. You will manage calls, coordinate parts, and ensure timely service delivery while maintaining accurate records in ServiceTitan.

The role emphasizes strong organization, communication, and problem-solving in a fast-paced plumbing service environment, with a focus on customer satisfaction and