Service/Warranty Dispatcher

Job Overview

The Plumbing Warranty/Service Dispatcher is responsible for coordinating and scheduling service calls for plumbing technicians to ensure prompt, efficient, and high-quality customer service. This role acts as the primary liaison between customers and field technicians, prioritizing and dispatching work based on technician availability, location, and skill set. The dispatcher plays a key role in maintaining workflow, optimizing routes, and ensuring timely communication between all parties.

Essential Responsibilities

• Answer incoming customer calls and service requests in a professional and courteous manner
• Schedule and dispatch plumbing technicians to warranty appointments based on urgency, location, and availability
• Communicate job details, work orders, and customer expectations clearly to technicians
• Monitor and track job progress, technician status, and service ticket completion
• Coordinate emergency or same-day service requests as needed
• Maintain accurate records of warranty calls, work performed, and customer interactions
• Provide updates to customers regarding technician arrival times or changes to scheduling
• Assist with billing support by ensuring warranty reports are complete and submitted on time
• Handle customer concerns or complaints and escalate issues when appropriate
• Any other task assigned.

Qualifications

• High school diploma or equivalent; an associate degree is a plus
• Prior experience in dispatching, customer service, or plumbing/HVAC trades is preferred but not mandatory

• Strong organizational and time management skills
• Excellent communication and interpersonal abilities
• Ability to multitask and work in a fast-paced environment
• Proficient in dispatch software, scheduling tools, and Microsoft Office

Working Conditions

• Full-time, office-based.
• Rarely exposed to extreme cold or heat, and a moderate sound level.

Essential Functions

• Attending work at the company headquarters is required.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Ability to read, analyze, and interpret common and technical journals, financial reports, and legal documents.
• Effectively communicate and/or present information
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
• Must be able to define problems, collect data, establish facts, and draw valid conclusions.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.