Strategic Service Dispatch Coordinator

GEM Plumbing & Heating Services, LLC; Lincoln (RI); On-site; USD 40,000 - 60,000; Full time

Job summary

GEM Plumbing & Heating Services, LLC is seeking a Service Dispatcher to coordinate daily schedules for service technicians and act as the central communication hub among technicians, customers, warehouse, and management.

The role emphasizes accurate scheduling, customer record maintenance, and on-call coverage to drive customer satisfaction and department performance. Office-based position with occasional early/late shifts as needed.

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.
• Strong organizational and multitasking skills in a fast-paced environment.
• Excellent communication skills with the ability to interact professionally with customers, technicians, and management.
• Ability to make real-time decisions and adjust schedules based on changing priorities.
• Customer service mindset with the ability to handle challenging situations calmly and professionally.
• Proficiency with dispatching software (ServiceTitan or similar preferred).
• Working knowledge of routing, scheduling efficiency, and technician productivity metrics.
• Strong attention to detail and data entry accuracy.

Responsibilities

• Dispatch Service Technicians using effective routing and scheduling practices.
• Debrief technicians after each service call to capture updates and follow-up needs.
• Debrief on-call technician each morning regarding overnight calls.
• 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 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.
• Notify warehouse staff of cancelled calls when parts have already been ordered.
• Ensure required parts have been ordered for scheduled work (verification, not purchasing).
• Contact customers with 'parts pending' status once parts arrive to schedule return visits.
• Support positive customer experience by addressing and resolving low-level customer concerns.
• Optimize technician routes to improve efficiency and support dispatching for profitability.

Skills

Dispatching experience

Trade service industry

Organizational skills

Communication skills

Real-time decision making

Customer service mindset

ServiceTitan

Routing knowledge

Data accuracy

Tools

ServiceTitan

Job description

GEM Plumbing & Heating Services, LLC is seeking a Service Dispatcher to coordinate daily schedules for service technicians and act as the central communication hub among technicians, customers, warehouse, and management.

The role emphasizes accurate scheduling, customer record maintenance, and on-call coverage to drive customer satisfaction and department performance. Office-based position with occasional early/late shifts as needed.