Weekend Dispatch & Customer Experience Lead

Bonfe Plumbing, Heating & Air Service, Inc.; South Saint Paul (MN); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Health benefits

Retirement benefits

Paid healthcare premium

401k match

Job summary

Bonfe Plumbing, Heating & Air Service, Inc. is seeking a Weekend Evening Board Engineer to lead the live dispatch operation after daytime coverage ends.

You will act as the central coordinator across all service trades, ensuring smooth communication with technicians and customers. You’ll monitor capacity and schedule changes, make real-time decisions, and strive to maximize same-day opportunities while maintaining an excellent customer experience.

Qualifications

• 1–2 years experience in dispatch or call-center fields.
• Excellent verbal and written communication.
• Strong judgment and problem-solving ability.
• Ability to prioritize multiple trades and needs.
• Proactive, solutions-oriented mindset.

Responsibilities

• Lead Weekend Evening Dispatch Operations: Take ownership of the live service operation as daytime and trade-specific Dispatch coverage transitions out, serving as the central point of coordination across all service trades during the evening.
• Maximize Technician Productivity: Monitor technician availability, customer commitments, emergencies, capacity, delays, cancellations, schedule changes, and same-day opportunities while proactively determining next steps and escalating issues as needed.
• Own the Evening Customer Experience: After 4:00 PM, you’ll perform the Customer Experience Coordinator function across all assigned service trades. You'll provide professional communication that keeps customers informed and confident throughout their service experience.
• Make Real-Time Decisions Independently: Weekend evenings require strong judgment and the ability to assess changing conditions, understand their impact across the operation, and determine and communicate the best next steps.
• Optimize Same-Day Opportunities: Continuously look for opportunities to turn available capacity into productive work. The goal is to maximize what we can successfully accomplish while maintaining a great customer experience.
• Maintain Board & System Accuracy: When fewer people are working, accurate information becomes even more important. It'll be up to you to ensure ServiceTitan accurately reflects what is happening throughout the operation.
• Finish the Day Clean: Like any closer, you want to make sure everything is ready for the next shift. Before your shift ends, you'll confirm important operational information is clearly documented and transitioned appropriately to set up the next team for success.

Skills

Dispatch experience

Communication

Judgment

Problem solving

Decision making

Organization

Proactive mindset

ServiceTitan

Tools

ServiceTitan

Job description

Bonfe Plumbing, Heating & Air Service, Inc. is seeking a Weekend Evening Board Engineer to lead the live dispatch operation after daytime coverage ends.

You will act as the central coordinator across all service trades, ensuring smooth communication with technicians and customers. You’ll monitor capacity and schedule changes, make real-time decisions, and strive to maximize same-day opportunities while maintaining an excellent customer experience.