Service & Installation Dispatch Specialist (Mon-Fri Daytime)

Doug Anderson Plumbing And Heating; Billerica (MA); On-site; USD 77,366,000 - 83,097,000; Full time

Benefits offered by this job

Health and dental insurance

401(k) match

Lunch Fridays

Fixed schedule

Job summary

Doug Anderson Plumbing and Heating is seeking an experienced Service and Installation Dispatch Coordinator to manage the daily office and dispatch flow for our Service and Installation departments. The primary office contact for customers and field technicians, you will answer calls, gather accurate information, schedule technicians, and follow up on leads.

This role requires knowledge of home-service operations, clear communication, strong organization, and ensuring customers, technicians, and

Qualifications

• Previous office experience with a plumbing, HVAC, electrical, or other home-service company.
• Strong Service Titan experience.
• Experience booking customer calls and scheduling and dispatching field technicians.
• Ability to gather accurate information and turn it into useful job notes.
• Strong telephone and customer-service skills.
• Good judgment when prioritizing schedule changes, customer needs, emergency calls, and technician requests.
• Strong organization, attention to detail, and follow-through.
• Comfortable communicating with customers, technicians, field managers, and office leadership.
• Able to manage customer follow-up, scheduling, dispatching, and recurring administrative work without losing track of unfinished items.
• Dependable, professional, and willing to take responsibility for the position.

Responsibilities

• Answer incoming Service and Installation customer calls.
• Ask the right discovery questions to understand the customer's needs.
• Turn appropriate customer 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.
• Create, track, and follow up on customer leads using the company's established procedures.
• Schedule and dispatch Service and Installation technicians based on availability, location, job requirements, customer needs, and urgency.
• Confirm technician assignments with management while learning each technician's abilities.
• Manage the daily dispatch board, appointment changes, emergency calls, technician availability, and move or reschedule appointments when needed while keeping customers and technicians informed.
• Communicate job details, schedule updates, and customer concerns to technicians and management.
• Provide office support to Service and Installation technicians with invoicing, estimate preparation, job documentation, and related follow-up as needed.
• Complete next-day appointment confirmation calls.
• Follow up with customers and respond to customer reviews.
• Complete equipment, product, and warranty registrations.
• Help coordinate employee training, employee recognition, company events, and other recurring office responsibilities.
• Handle routine customer concerns and bring complaints or larger issues to management
• Follow up on unfinished tasks and make sure important details do not fall through the cracks.

Skills

Customer service

Scheduling/Dispatching

Communication

Office administration

Attention to detail

Tools

ServiceTitan

Job description

Doug Anderson Plumbing and Heating is seeking an experienced Service and Installation Dispatch Coordinator to manage the daily office and dispatch flow for our Service and Installation departments. The primary office contact for customers and field technicians, you will answer calls, gather accurate information, schedule technicians, and follow up on leads.

This role requires knowledge of home-service operations, clear communication, strong organization, and ensuring customers, technicians, and