Dispatcher at John Owens Services in Petaluma, CA

Position Overview

We are seeking an experienced Dispatcher to join our fast-paced plumbing and HVAC operations team. This role is essential to keeping our technicians productive, our customers informed, and our daily schedule running smoothly. The ideal candidate is highly organized, confident in decision-making, and comfortable managing multiple priorities throughout the day.

As a Dispatcher, you will coordinate between customers, field technicians, and the call center to ensure service calls are scheduled efficiently and completed successfully. Your ability to communicate clearly, think ahead, and adjust schedules in real time will directly impact customer satisfaction and company performance.

Key Responsibilities

• Manage the daily dispatch board to ensure technicians are actively assigned and working efficiently
• Schedule and route service calls strategically based on technician skill set, location, and workload
• Communicate proactively with customers regarding technician arrival times and scheduling changes
• Ensure technicians arrive at their assigned appointments on time
• Coordinate with the Purchasing Coordinator to ensure parts are available for scheduled jobs
• Monitor workflow and adjust schedules to maximize productivity and revenue
• Review call center recordings to ensure accurate information and excellent customer service are being provided
• Conduct regular check-ins or meetings with field technicians to review performance and expectations
• Provide backup call handling and assist with light administrative tasks as needed

Qualifications

• 3+ years of dispatching experience, with focus on efficient routing and revenue.
• Strong working knowledge of Service Titan
• Ability to stay organized and make sound decisions in a fast-paced environment
• Proven leadership skills and the ability to work with strong personalities
• Professional, positive, and customer-focused demeanor
• Excellent verbal and written communication skills

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance