Service Dispatcher — Schedule Coordination & Client Support

Brothers Plumbing; Denver, Northern (CO, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Brothers Plumbing, Heating & Electric is seeking a Dispatcher to coordinate and dispatch service technicians, manage the daily schedule, and communicate with clients to ensure the right technician is assigned to each call at the right time.

The role requires organized, adaptable individuals who can balance multiple moving parts while maintaining a positive, professional attitude and excellent client service. Training will cover company procedures and safety guidelines.

Qualifications

• High school diploma or GED required.
• Strong verbal and written communication skills.
• Strong computer and typing skills.
• Ability to work across multiple computer programs and systems.
• Ability to prioritize and manage multiple responsibilities.
• Strong attention to detail and organizational skills.
• Ability to make timely, sound decisions as circumstances change.
• Adaptable, flexible, and comfortable adjusting priorities.
• Positive, team-oriented attitude and willingness to support others.
• Ability to learn new processes and technology quickly.

Responsibilities

• Coordinate and dispatch service technicians based on location, availability, skill set, call type, and scheduling priorities.
• Manage the daily service schedule to maximize efficiency, productivity, and client service.
• Use available mapping and GPS tools to make informed routing and dispatch decisions.
• Communicate schedule changes, delays, and updates with technicians, clients, Customer Service Representatives, and leadership.
• Make quick, thoughtful decisions when priorities or schedules change throughout the day.
• Help maximize opportunities for the service department while keeping the client experience at the center of scheduling decisions.
• Serve as an advocate for the client by clearly communicating their needs, expectations, timing, and concerns to the appropriate team members.
• Communicate professionally and confidently with clients by phone, email, and other communication channels.
• Answer client questions and help them understand service fees, service processes, scheduling expectations, and available payment options.
• Follow company call-handling procedures, scripts, and professional communication standards.
• Complete outbound Happy Check calls using established processes and scripts.
• Respond to and appropriately manage messages received through the service inbox.
• Offer applicable client options and programs as appropriate.
• Accurately enter and maintain client, appointment, and service information within company systems.
• Partner closely with Customer Service, technicians, managers, and other departments to keep communication flowing throughout the day.
• Assist with administrative responsibilities and special projects as needed.
• Follow all company philosophies, policies, procedures, and safety requirements.
• Represent Brothers professionally in every interaction with clients and fellow team members.
• Meet established performance expectations and department standards.

Skills

Communication skills

Multitasking

Attention to detail

Ability to learn quickly

Decision making

Adaptability

Time management

Team player

Computer skills

Typing skills

Education

High school diploma or GED

Tools

ServiceTitan

Microsoft Windows

Outlook

Job description

Brothers Plumbing, Heating & Electric is seeking a Dispatcher to coordinate and dispatch service technicians, manage the daily schedule, and communicate with clients to ensure the right technician is assigned to each call at the right time.

The role requires organized, adaptable individuals who can balance multiple moving parts while maintaining a positive, professional attitude and excellent client service. Training will cover company procedures and safety guidelines.