Dispatcher, Customer Service​/HelpDesk

Job Details

Location:

Portland, OR
Department:
Operations

Reports To:

General Manager

The Dispatcher at Cornel’s Plumbing, Heating & Air plays a critical role in ensuring the efficient scheduling and coordination of service calls for our plumbing and HVAC teams. This position requires strong organizational skills, excellent communication, and the ability to multitask in a fast‑paced environment. The Dispatcher is responsible for managing job assignments, optimizing technician schedules, and providing superior customer service to ensure a seamless experience for both customers and field technicians.

• Schedule and dispatch plumbing and HVAC technicians based on job priority, location, and technician availability.
• Monitor incoming service requests via phone, email, and online booking systems.
• Maintain constant communication with field technicians to adjust schedules as needed.
• Optimize daily routes and job assignments to maximize efficiency and customer satisfaction.
• Ensure all jobs are accurately entered into Service Titan with proper details and documentation.
• Communicate with customers regarding appointment confirmations, schedule updates, rescheduling, and service follow‑ups.
• Collaborate with managers, technicians, and customer service representatives to ensure smooth workflow and timely job completion.
• Track job progress and adjust schedules to accommodate emergency calls or last‑minute changes.
• Maintain accurate records of technician availability, job completions, and rescheduled calls.
• Assist with resolving customer concerns related to scheduling and service appointments.
• Support company goals for service response times and customer satisfaction metrics.
• Adapt to changing circumstances, such as unforeseen delays or emergency service requests, by re‑evaluating the schedule and dispatching technicians accordingly. Ensure the most critical issues are addressed promptly, minimizing customer disruption.

• Prior experience in dispatching, scheduling, or a related customer service role (experience in the trades industry preferred).
• Strong multitasking and problem‑solving abilities.
• Excellent verbal and written communication skills.
• Proficiency in using Service Titan, Google G‑Suite, and Apple devices.
• Ability to remain calm and professional in high‑pressure situations.
• Strong attention to detail and organizational skills.
• Ability to work both independently and collaboratively with a team.
• Adaptability to handle last‑minute changes and optimize scheduling as needed.
• Strong problem‑solving and critical thinking skills to analyze situations and make quick, effective decisions.

• Full‑time position with standard office hours; may require occasional evenings or weekends based on company needs.
• Primarily office‑based with frequent phone and computer work.
• Fast‑paced environment requiring quick thinking and adaptability.
• Competitive hourly wage or salary based on experience.
• Health, dental, and vision insurance options.
• Paid time off and holidays.
• Hybrid work schedule.
• Discounted Life Time Fitness gym membership.
• 401(k) retirement plan with company matching.
• Opportunities for career growth and professional development.

Cornel’s Plumbing, Heating & Air is a trusted, locally owned company serving the Portland metro area. We specialize in residential plumbing and HVAC services, delivering high‑quality workmanship and exceptional customer service. Our team is built on integrity, professionalism, and a commitment to continuous growth. We embody our core values—Hungry, Humble, and Smart—in everything we do, fostering a culture of hard work, teamwork, and continuous improvement.