Residential Dispatcher

Description

Magnolia Plumbing, Heating & Cooling is seeking a highly organized and detail-oriented Residential Dispatcher to join our growing Residential Services team. This individual will play an important role in coordinating daily HVAC and plumbing service operations, supporting field technicians, managing schedules, and ensuring an exceptional customer experience.

The ideal candidate is dependable, professional, and comfortable working in a fast-paced environment where priorities can change throughout the day.

Responsibilities

• Schedule and dispatch residential plumbing and HVAC service calls efficiently and effectively.
• Coordinate daily technician schedules based on availability, skillset, location, and customer needs.
• Monitor technician locations, job progress, and appointment statuses using ServiceTitan.
• Communicate with customers to confirm appointments, provide estimated arrival times, and address scheduling concerns.
• Adjust schedules in real time to accommodate emergency calls, urgent service requests, cancellations, delays, and unexpected changes.
• Ensure technicians receive accurate job details, customer information, service history, and necessary work order documentation.
• Prioritize service calls based on urgency, technician qualifications, geographic location, and business needs.
• Coordinate technician and apprentice assignments for daily and upcoming shifts.
• Confirm customer appointments for the following business day.
• Send daily technician availability for evening and next-day shifts at the close of business.
• Monitor open service calls and follow up on calls in waiting, parts pending, or return status every three days.
• Review, process, update, and close completed service tickets accurately in ServiceTitan.
• Assist with work order entry, job documentation, and follow-up communication.
• Monitor and respond to emails consistently throughout the business day.
• Pull permits when required for scheduled work.
• Issue purchase orders as needed.
• Communicate with technicians, customers, office staff, and management regarding scheduling changes and service updates.
• Identify scheduling conflicts and work proactively to prevent unnecessary delays or missed appointments.
• Maintain accurate scheduling records, customer information, and service documentation.
• Assist with improving dispatch procedures, workflow efficiency, and overall customer satisfaction.
• Maintain professionalism and provide excellent customer service during all customer and team interactions.

Requirements

• Prior dispatch experience required.
• HVAC, plumbing, or home services industry experience preferred.
• Experience using ServiceTitan or similar dispatch and service management software preferred.
• Strong organizational, multitasking, and time-management skills.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to think quickly and make scheduling adjustments in a fast-paced environment.
• Strong attention to detail and follow-through.
• Proficiency with email, Microsoft Office, and basic computer systems.
• Ability to manage multiple schedules, service requests, and competing priorities.
• Ability to work independently while collaborating with office staff, technicians, and management.
• Dependable, professional, and team-oriented attitude.
• Willingness to learn company procedures and develop within the Residential Services department.
• Must pass a pre-employment background check and drug screening.

Benefits & Culture

• Medical benefits starting the first of the month, plus company-paid life insurance and long-term disability. 
• Company contributions to 401(k) and HSA. 
• Company-paid Employee Assistance Program (EAP) and mental health coverage. 
• Company-paid Basic Life Insurance Policy. 
• Paid time off (PTO) available from day one. 
• Empowered environment: we trust you to own your work. 
• Opportunities for career advancement and professional development. 
• Collaborative and team-oriented workplace culture. 
• Stable, established company with over 75 years of industry experience. 

As part of our standard hiring process, this role requires completion of a background check and drug screening following an offer of employment.