Service Dispatch Specialist (First Shift)

GEM Plumbing & Heating Services, LLC; Smithfield (RI); On-site; USD 45,000 - 65,000; Full time

Job summary

GEM Plumbing & Heating Services, LLC in Rhode Island is seeking a Service Dispatcher/Coordinator to optimize daily schedules for Service Technicians, acting as the central hub between technicians, customers, warehouse, and management. This in‑office role emphasizes accurate scheduling, on‑call coverage, and timely communication to boost customer satisfaction and technician productivity.

Hours are first shift, 6:30am–3pm, with responsibilities including routing, debriefs, order accuracy, 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.
• Proficiency with dispatching or service management software (ServiceTitan or similar) preferred.
• Strong organizational and multitasking skills in a fast-paced environment.

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

Skills

Dispatching experience

Scheduling

Communication skills

Organization

Customer service mindset

ServiceTitan

Tools

ServiceTitan

Job description

GEM Plumbing & Heating Services, LLC in Rhode Island is seeking a Service Dispatcher/Coordinator to optimize daily schedules for Service Technicians, acting as the central hub between technicians, customers, warehouse, and management. This in‑office role emphasizes accurate scheduling, on‑call coverage, and timely communication to boost customer satisfaction and technician productivity.

Hours are first shift, 6:30am–3pm, with responsibilities including routing, debriefs, order accuracy, and