Dispatcher

ResponsibilitiesOwn and manage the dispatch board daily to ensure all scheduled work is accurate, organized, and up to date.Schedule service calls, maintenance, inspections, and project work based on urgency, priority, customer commitments, and technician availability.Schedule efficiently by considering geography, drive time, technician skill set, job scope, and estimated labor hours.Maximize technician productivity by keeping schedules full, minimizing downtime, and reducing unnecessary travel gaps.Front-load the month to maintain strong revenue production and avoid last-minute scheduling shortages.Confirm all scheduled jobs a minimum of two (2) weeks in advance whenever possible.Ensure all work orders contain complete and accurate information, including:Detailed job summary and scope of workSite-specific notes and special instructionsCustomer contact informationPrimary point of contact (POC)Required materials, equipment, permits, and access requirementsMaintain clear communication with technicians regarding schedule changes, priorities, delays, and customer expectations.Communicate proactively with customers regarding appointment confirmations, arrival windows, schedule changes, and job status updates.Monitor technician progress throughout the day and adjust schedules as needed to address emergencies, delays, cancellations, or additional work requests.Prioritize emergency and high-impact service calls while minimizing disruption to the existing schedule.Coordinate with the Service Ops Manager, Sales, and Operations team to align scheduling priorities and manpower needs.Review upcoming workload regularly to identify labor shortages, scheduling conflicts, and opportunities to improve scheduling efficiency.Ensure technicians are dispatched with the proper information, tools, equipment, and documentation needed to complete work successfully and efficiently.Track open calls, incomplete work, callbacks, and rescheduled jobs to ensure timely follow-up and completion.Maintain accurate scheduling records, notes, job statuses, and customer updates within ServiceTitan.Support company revenue and operational goals by maximizing billable hours and minimizing unproductive time.Be available for after-hours emergency calls and weekend work to coordinate with customers, dispatch technicians, and create or update work orders for after-hours service requests.Ensure all after-hours calls are documented accurately with complete customer, site, and service details for the responding technician.Maintain professionalism, urgency, and composure while managing changing priorities and high-volume scheduling demands.Escalate customer issues, scheduling conflicts, manpower shortages, or operational concerns to management when necessary.

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