Service Dispatcher

RP McLaughlin; Salem (MA); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Retirement Plan with company‑匹

Company-paid Life and Long-Term Disabi

Paid Time Off

Holiday Schedule

Job summary

RP McLaughlin in Salem, MA is seeking a Service Dispatcher to coordinate daily service requests and schedule field technicians. As the central point of contact, you will ensure timely communication with customers, assign the right technicians, optimize routes, and track job progress.

This full-time role requires a high school diploma, strong organizational skills, proficiency with dispatch software, and the ability to adapt to emergencies and changes.

Qualifications

• High school diploma or equivalent; dispatching knowledge a plus.
• Experience in customer service or dispatching in home services.
• Excellent verbal and written communication.
• Strong organizational and multitasking abilities.
• Proficiency with dispatch software and office tools.
• Knowledge of routes and geography to optimize technician assignments.

Responsibilities

• Coordinate and schedule service requests with customers.
• Assign technicians based on availability and skill.
• Monitor job progress and communicate updates to customers and techs.
• Process trade-related admin tasks, orders, invoices, and payments.
• Maintain accurate records in dispatch software and filing systems.
• Provide timely communication and escalation during emergencies.
• Coordinate with other departments to ensure seamless service delivery.

Skills

Customer service

Dispatching

Scheduling

Communication

Organization

Problem solving

Education

High school diploma

Dispatching certification (plus)

Tools

Dispatch software

CRM system

Office productivity tools

Job description

Overview

Join our team as a Service Dispatcher at RP McLaughlin in Salem, MA!

RP McLaughlin provides trusted home comfort solutions throughout Salem, MA, and the surrounding North Shore communities. We specialize in heating, cooling, plumbing, and indoor air quality services, delivering dependable workmanship and outstanding customer care to keep your home comfortable year-round.

You will have a dual role that involves coordinating and scheduling service requests from customers and handling trade-related administrative tasks. Your primary responsibility will be to ensure the smooth operation of service delivery by efficiently managing service requests, assigning technicians, and overseeing trade-related documentation and processes.

Responsibilities include:

Customer Service:

• Interact with customers via phone, email, or online platforms to understand their service requirements and provide appropriate assistance.
• Address customer inquiries, provide information, and resolve any service-related issues in a professional and courteous manner.

Scheduling and Dispatching:

• Receive service requests and determine the urgency and nature of each request.
• Schedule service appointments based on customer availability and technician availability.
• Assign appropriate technicians or service providers to each job, considering factors such as skillset, location, and workload.
• Rescheduling calls when necessary to accommodate emergencies

Routing and Logistics:

• Optimize the routing of technicians or service providers to minimize travel time and maximize efficiency.
• Coordinate with field personnel to ensure they have the necessary equipment, tools, and supplies to complete assigned tasks.
• Track the progress of ongoing jobs and communicate any delays or changes to customers and technicians.

Trade Administration:

• Manage trade-related administrative tasks, such as processing purchase orders, invoices, and payments.
• Maintain accurate records of trade transactions, including receipts, bills of lading, and customs documentation.

Documentation and Data Management:

• Maintain accurate and up-to-date records of customer interactions, service requests, trade transactions, and job assignments using computer systems or dispatch software.
• Generate reports on service activities, trade-related expenses, and inventory levels. Analyze data to identify trends, improve efficiency, and enhance customer satisfaction.

Communication and Coordination:

• Serve as a central point of contact for customers, technicians, suppliers, and other stakeholders.
• Relay important information, instructions, and updates to the relevant parties in a clear and timely manner.
• Coordinate with other departments, such as customer support, sales, and billing, to ensure seamless service delivery and trade operations.
• Be sure to communicate in a professional, courteous manner.

Emergency Response:

• Handle emergency service requests promptly and effectively, prioritizing urgent situations and dispatching technicians accordingly.
• Follow established protocols and procedures for handling emergency situations, including notifying appropriate authorities when necessary.

Requirements:

• High school diploma or equivalent; additional certification or training in customer service or dispatching is a plus.
• Proven experience in a customer service or dispatching role, preferably in a home services or similar industry.
• Familiarity with trade-related administrative tasks such as purchase orders, invoices, and customs documentation.
• Excellent communication skills, both verbal and written.
• Strong organizational and multitasking abilities with the ability to work in a fast-paced environment.
• Proficiency in using computer systems, dispatch software, and office productivity tools.
• Knowledge of geographic areas and routes to optimize technician assignments.
• Ability to remain calm and composed under pressure, especially during emergencies.
• Attention to detail and a commitment to maintaining accurate records.
• Perform all other duties as assigned.
• Flexibility in working hours, including evenings, weekends, and holiday rotation, to ensure appropriate coverage.

Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with company match
• Company-paid Life and Long-Term Disability Insurance
• Optional Short-Term Disability and Voluntary Life Insurance
• Generous Paid Time Off and Holiday Schedule

RP McLaughlin is an equal opportunity employer committed to providing a workplace free from discrimination and harassment. We value diversity and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected characteristic. All qualified applicants will receive consideration for employment.

Additional Information Pre-employment background check and drug screening may apply, subject to local laws.

Posted Max Pay Rate

USD $35.00/Hr.

Posted Min Pay Rate

USD $25.00/Hr.