DSR - Dispatch Service Representative

Summary: Lavallee Systems is an award-winning plumbing and heating, A/C company based in Eastern Massachusetts, seeking a Dispatch Service Representative to coordinate between field technicians, customers, and project managers. The role involves efficient scheduling, clear communication, and providing outstanding customer service to ensure operational efficiency. Responsibilities: - Assign and schedule HVAC and plumbing technicians to residential construction and remodeling projects - Monitor ongoing jobs and adjust schedules in real time - Prioritize urgent tasks to maintain operational efficiency - Ensure all job and appointment information is properly entered - Record vacation, sick, administrative, and meeting times in the schedule - Act as the central communication hub for techs, customers, project managers, and subcontractors - Address complaints or delays promptly and professionally - Support the CSR by answering calls and scheduling service appointments when needed Required Qualifications: - Minimum of a high school diploma; college degree is a plus - Experience with dispatching software (ServiceTitan strongly preferred) - Prior experience in a mechanical trade or construction environment is a plus - Excellent written and verbal communication skills - Strong customer service skills and professional phone etiquette - Reliable, dependable, and punctual with a strong work ethic - Ability to work under pressure and make independent, time-sensitive decisions - Knowledge of HVAC/plumbing systems or residential remodeling processes - Basic understanding of construction terminology and project flow - Proficient in Microsoft Office Suite (Excel, Word, Outlook), Google Workspace, and Dropbox - Ability to sit for extended periods and maintain focus on computer-based tasks Required Skills: HVAC Systems, Plumbing Systems, Residential Remodeling Processes, Construction Terminology, Dispatching Software, Microsoft Office Suite, Google Workspace, Dropbox, Customer Service, Professional Phone Etiquette Benefits: Bonus based on performance, Company parties, Competitive salary, Dental insurance, Donation matching, Health insurance, Opportunity for advancement, Paid time off, Training & development, Vision insurance, Paid Holidays: 7, Yearly Bonus, Health & dental insurance: 50% company-paid, Term Life Insurance: 100% Company Paid, Retirement Plan: 3% company match, Additional Insurance Available: Short-term disability, long-term disability, accident, and vision, Paid Training and Development