Dispatcher, Business

At Trust 1 Heating, Cooling, Plumbing, we’re more than just a home services company—we’re a family that works hard, supports one another, and celebrates wins together. Right now, we’re on the lookout for a driven, organized, and people-loving Dispatcher to be the central hub of our daily operations. If you're the kind of person who thrives on solving problems, keeping things running like clockwork, and loves a buzzing office atmosphere—we want to hear from you!

• Daily Dispatch & Schedule Management
  • Own the Service Titan dispatch board from open to close
  • Assign and adjust jobs based on technician skill set, job priority (including P5 emergencies), location, and efficiency
  • Reassign jobs in real time to prevent technician idle time, missed arrival windows, and customer dissatisfaction
  • Monitor weather, traffic, and call volume to proactively adjust schedules
• Customer Communication & Experience
  • Proactively notify customers of delays before arrival windows are missed
  • Send and manage ETAs, confirmations, and updates via text and phone
  • Handle emergency and same-day requests with urgency and professionalism
  • Ensure next-day job confirmations are completed via automated texts and outbound calls
• Technician Coordination & Accountability
  • Confirm technician availability daily and manage call-outs
  • Maintain consistent communication with techs for ETAs, job progress, and schedule changes
  • Ensure technicians complete debriefs, job notes, required documentation, and have a confirmed first call each morning
• Materials, Parts & Inventory Oversight
  • Verify technicians are prepared with required parts and materials before dispatch, whenever possible
  • When technicians visit a supply house: create and document Purchase Orders (POs) as required; ensure proper job and cost allocation
  • Monitor and document why technicians were not prepared (missing parts, incorrect diagnosis, inventory gaps, etc.)
  • Identify repeat issues and communicate trends to management for process improvement
  • Review materials used on every job at closeout for accuracy, proper job costing, and alignment with work performed; flag discrepancies, missing materials, or potential errors before invoices are finalized
• Job Closeout, Documentation & Financial Accuracy
  • Ensure all jobs are properly debriefed, closed out the same day, and fully documented in Service Titan
  • Maintain clear, pinned notes for critical job updates
  • Review invoices for completeness and accuracy; batch completed invoices daily for bookkeeping
  • Track follow-ups, reschedules, and open tasks to completion
• Forward Planning & Operational Readiness
  • Review schedules for tomorrow and the following two days
  • Identify opportunities to pull high-priority work forward and prevent cancellations
  • Coordinate closely with CSRs, Service Managers, and Install Managers; support installation coordination to ensure smooth, delay-free installations
• Reporting & Performance Visibility
  • Send end-of-day summaries to leadership highlighting wins, issues, and opportunities
  • Maintain strong performance against dispatch KPIs (as outlined below)
• Key Performance Indicators (KPIs)
  • Dispatch Board Optimization & Overall Efficiency
  • Customer Notification Timeliness
  • Job Reassignment Efficiency
  • Job Closeout & Debrief Compliance
  • Invoice Batching Completion Rate
  • Service Titan Documentation Accuracy
  • Future Schedule Readiness (Next 2 Days)
  • Job Confirmation Completion Rate

• What We’re Looking For:
  • Proven dispatch experience in home services (HVAC, Plumbing, Electrical preferred)
  • Strong working knowledge of Service Titan (preferred)
  • Exceptional multitasking and prioritization skills
  • Calm, confident communicator — especially under pressure
  • Detail-oriented with high accountability
  • Comfortable holding technicians and processes to standard
  • Forward-thinking mindset (you don’t just react — you plan)

Compensation: $60,000 - $75,000 yearly