Plumbing Dispatcher Job Description Template: Hire the Right Dispatchers to Grow Your Plumbing Business
Your plumbing dispatchers play an essential role in every service call at your plumbing company. Not only do they schedule and route jobs efficiently, but they dispatch the right techs to the right jobs and ensure timely customer communication, all of which drives company revenue.
A customized, up-to-date plumbing dispatcher job description enables your company to make the best hiring decisions and more accurately evaluate how your company's plumbing dispatching performance impacts your bottom line. It also functions as an assessment tool for individual positions within your company.
"Job descriptions also allow many people performing the same job to be measured by the same goals and expectations, while allowing the team to know where they're falling short," says Vanessa Gonzales, Senior Manager of Product Utilization at ServiceTitan and owner of Albuquerque Plumbing, Heating & Cooling.
Your plumbing dispatchers ensure your company's day-to-day operations run as smoothly and efficiently as possible. Get the most out of your plumbing dispatcher job description by using an all-in-one plumbing dispatch solution, and read on to learn additional best practices for hiring.
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Why does my company need job descriptions?
You already know it takes a certain kind of person to excel at dispatching. If you own a small plumbing service company, most likely your employees do a little of everything, and the same employee may multitask as your customer service representative and dispatcher.
While it might seem pointless to itemize job descriptions, it performs an important purpose, no matter the size of your plumbing company. Job descriptions allow your company to:
Establish clear goals for positions.
Assist in hiring by outlining skills and requirements.
Provide accountability for current employees.
Identify potential job training or growth opportunities.
Job descriptions can be used to set expectations at time of hire, develop job training programs, evaluate performance, and build a blueprint for promotions and future career pathing, Gonzales says. Be as specific as needed, but make sure to include some measure of accountability and flexibility to adapt as your company grows, she says.
Already use job descriptions? Make sure you keep them up-to-date. Depending on your company, that may mean fine-tuning them every month, every few months, or every year, depending on how your plumbing dispatch goals change as your company grows.
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Build procedures to enhance performance
While it's important to focus on hiring the right plumbing dispatchers, it's crucial to create a company-wide system to streamline duties so employees can work smarter, faster, and with greater success.
ServiceTitan Dispatch Software gives your plumbing dispatchers everything they need to work efficiently and keep your team on schedule. Dispatchers can communicate quickly with service technicians by text, keeping your phone lines open for customers.
In the field, ServiceTitan Mobile makes it easy for your plumbers to provide top-notch customer service, because they possess complete customer information at their fingertips. Streamline your processes by uploading forms into the app so they automatically trigger during different parts of the job cycle, ensuring they remember to cover every detail.
When it comes to boosting your average job ticket, your techs can build branded, tiered cost estimates with just a few taps, complete with high-quality photos, videos, and descriptions. This way, the customer can visually compare good-better-best options and choose a higher-priced option made affordable with customer financing, therefore maximizing your profit.
When techs arrive at each job fully informed and prepared, it sets the stage for a superior customer experience, leading to more referrals and top online reviews.
Customize your plumbing dispatcher job description
When done correctly, job descriptions give your company a well-executed playbook for the entire employee life cycle, says Ian Schotanus of The Big Picture Consulting, who calls himself "The HR Guy for the Trades."
Recruiting plumbing dispatchers in a competitive hiring market requires a detailed and compelling job description. Save time writing your job description and make it simple with this customizable plumbing dispatcher job description template.
The Plumbing Dispatcher schedules technician appointments at customer sites and facilitates communication among technicians, customers, and the company.
► Primary responsibilities:
Maintains the service technician, plumber and electrician schedules and dispatches electricians as service calls are completed.
Schedules technician, plumber or electrician return trips with customers to complete jobs after arrival of parts.
Maintains on-call schedule for service electrician and after-hours service procedures.
Enters service calls, schedules calls, and generates call debriefing with electricians daily.
Maintains customer database, ensuring complete, accurate, and updated entry of information
Responds to customer inquiries regarding company schedule and requested lead times, equipment service, and service invoicing, and general inquiries.
Responds to electrician requests both by online and phone.
Follows up and schedules preventative maintenance service appointments.
Reviews completed service work orders for accuracy.
Prepares invoices and timecards for processing.
Participates in all company-sponsored training classes.
Effectively manages conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
Always maintains a professional image by:
Following safety policies and procedures.
Abiding by ALL standards of performance and code of ethics.
Maintaining a courteous demeanor with all customers and associates.
► Required knowledge, skills and abilities:
Minimum two years of experience in related industry dispatch and coordination.
Geographical knowledge of the service area and/or map reading skills.
Advanced communication and customer service skills.
Experience in using Microsoft Word and Excel.
Valid driver’s license and a clean driving record.
Ability to pass a background check and drug screen.
► Educational/certification requirements:
GED or High School Diploma.
► Environmental conditions:
General office environment.
► Physical requirements:
Ability to operate a personal computer and related equipment.
Ability to sit for long periods of time.
Must have sufficient auditory functioning and visual acuity to operate computer-aided call management hardware, software and communications equipment.
Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.
Must be able to work extended hours, nights or weekends.
Work assignments may be performed with or without reasonable accommodation to a known disability.
"If you take somebody else's job descriptions, especially if they come from out of state, there's going to be different expectations," Schotanus says. "Are you wanting to grow your business and structure your business, or do you want to try to make a carbon copy of that business?"
Customizing your job title and job description to fit your company remains crucial, because service dispatcher responsibilities may vary based on your company's size, services, and operational setup. For instance, your plumbing dispatcher may also work as an HVAC dispatcher, answer customer calls, or perform other roles in your company.
Typical requirements for a part-time or full-time dispatcher include:
High school diploma or GED.
Excellent customer service skills.
Accurate data entry.
Computer skills, such as Microsoft programs.
Ability to multi-task and work in a fast-paced environment.
Minimum one year dispatching experience and 3-5 years of experience in the plumbing industry.
Consider trade or national job boards for job postings, as well as using word-of-mouth and employee referrals to fill plumbing office jobs.
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Seek top behaviors and skills
Before your company starts the hiring process, decide what behaviors you need for the job.
“That’s a big mistake companies make—they don’t first determine what behaviors they want in a role," says Kathy Nielsen, business development consultant and operations expert at Operations Excellence LLC, and who has worked as a CSR/dispatcher, bookkeeper, office manager, and general manager.
Nielsen says you should look for candidates for the dispatcher role who are good rule followers and can be taught to dispatch for profit, not just to get someone out to a job as soon as possible.
Ideal candidates pay attention to detail and possess superior problem-solving skills as they process work orders, assign calls to the right techs, and maintain the on-call schedule.They possess good interpersonal and communication skills as they work in a team environment and communicate with techs and customers.
To find the best dispatchers, ensure your plumbing company offers competitive pay for the job type and geographic job location. Competitive benefits include health insurance, vision insurance, life insurance, and a retirement plan with company matching. Paid holidays, time off, and other company incentives make your job stand out from others.
Streamline plumbing operations
When it comes to scheduling plumbing jobs, ServiceTitan scheduling software allows your dispatcher to easily extend, shorten, or reschedule jobs. All job information, even call history and customer communication, remains in one place, keeping every team member in the loop. Dispatchers can even flag jobs so techs know they need special tools, or share other important information.
“All the information’s in one program where everybody can access it,” says Rebecca Tenorio, Dispatcher and Client HAPPYness Representative for The Happy Outlet in Carson City, Nevada. “It’s very convenient. It’s made so many things a lot easier.”
Simplify payroll and customized incentive pay structures with automated payroll software to reward your top-performing employees and increase employee satisfaction. The integration with other critical software means you can easily track performance and profitability.
Measure plumbing dispatcher performance
Now that you've got job descriptions, follow-up remains key to ensure success.
“If you want the job description to be effective and useful, then you have to hold people accountable to it,” Schotanus says.
Track the key performance indicators (KPIs) that mean the most to your plumbing company, so you can compare individual employee performance to overall company goals. When it's time for evaluations, use ServiceTitan to monitor specific business metrics, such as daily revenue, lead turnovers, and average ticket. Real-time data means you can see exactly what you need to know, so you can learn, adjust, and grow.