Service & Installation Dispatch Specialist

Doug Anderson Plumbing And Heating; Billerica (MA); On-site; USD 56,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401(k)

Company lunch on Fridays

Job summary

Doug Anderson Plumbing and Heating is seeking an experienced Service and Installation Dispatch Coordinator to manage daily office and dispatch flow for the Service and Installation departments. You will be the primary office contact for customers and field technicians, handling calls, gathering job details, scheduling, and creating technician notes.

The role requires clear communication, strong organization, and the ability to ensure customers and technicians are informed and tasks completed.

Qualifications

• Experience with plumbing/HVAC/home-service companies.
• Solid ServiceTitan experience.
• Ability to gather accurate information and turn it into useful job notes.
• Strong telephone and customer-service skills.

Responsibilities

• Answer incoming Service and Installation customer calls.
• Ask the right discovery questions to understand the customer's needs.
• Turn inquiries into booked Service or Installation appointments.
• Create clear booking summaries and useful technician notes.
• Book appointments and maintain accurate customer and job information in Service Titan.
• Follow up on customer leads using established procedures.
• Schedule and dispatch Service and Installation technicians based on availability and urgency.
• Confirm technician assignments with management and learn each technician's abilities.
• Manage the daily dispatch board and appointment changes.
• Move or reschedule appointments while keeping stakeholders informed.
• Communicate job details and updates to technicians and management.
• Provide office support with invoicing, estimates, and job documentation as needed.
• Complete next-day appointment confirmations.
• Follow up with customers and respond to reviews.

Skills

Service Titan

Booking calls

Dispatching techs

Customer service

Organization

Job description

Doug Anderson Plumbing and Heating is seeking an experienced Service and Installation Dispatch Coordinator to manage daily office and dispatch flow for the Service and Installation departments. You will be the primary office contact for customers and field technicians, handling calls, gathering job details, scheduling, and creating technician notes.

The role requires clear communication, strong organization, and the ability to ensure customers and technicians are informed and tasks completed.