Dispatcher

DispatcherGeorge Plumbing Company"Yell for George!"Department: Operations / DispatchReports To: Customer Experience Manager / General ManagerLocation: San Antonio, TexasStatus: Full-TimeAbout George PlumbingGeorge Plumbing has proudly served San Antonio homeowners since 1947. Built on craftsmanship, communication, and trust, our mission is to build lifelong relationships by delivering an unforgettable customer experience through quality workmanship, clear communication, and genuine care for the families we serve.At George Plumbing, every team member plays an important role in protecting our reputation, strengthening customer relationships, and upholding the standards that have defined our company for generations.RequirementsThe Dispatch Service Representative (DSR) plays a critical role in managing the daily field operations of George Plumbing by coordinating technicians, optimizing schedules, maintaining communication with customers, and supporting overall operational efficiency.The DSR is responsible for evaluating incoming calls and work orders, matching the appropriate technician to each job based on skill set and availability, monitoring technician progress throughout the day, and helping maximize schedule efficiency and revenue opportunities while maintaining an exceptional customer experience.This role requires strong organizational skills, urgency, multitasking ability, problem-solving, and professional communication. The ideal candidate thrives in a fast-paced environment, remains calm under pressure, and understands how to balance customer satisfaction, technician efficiency, and company performance.Core ResponsibilitiesCoordinate and manage the daily technician scheduleDispatch technicians based on skill set, availability, location, and job typePrioritize urgent and high-value calls appropriatelyMonitor technician progress and adjust schedules throughout the day as neededMaintain communication with customers regarding technician arrival times, delays, and scheduling updatesEnsure work order stages, tags, and statuses remain accurate and currentOptimize schedules for travel efficiency and productivityAssist in maintaining schedule health and board fill goalsCoordinate scheduling adjustments related to call volume, technician availability, emergencies, or multi-day jobsRelay accurate job and customer information to techniciansSupport "Red Alert" scheduling efforts when needed to maintain schedule efficiencyWork collaboratively with CSRs, technicians, and management to support operational goalsParticipate in training, coaching, and continuous process improvement initiativesMaintain professionalism and composure in high-pressure situationsKey Performance ExpectationsPerformance in this role may be evaluated based on:Schedule efficiency and board managementTechnician utilization and productivityCommunication quality with customers and techniciansAccuracy of dispatching and work order managementResponse time to scheduling changes and operational issuesSchedule fill percentageTeamwork and operational supportReliability, attendance, and professionalismQualificationsHigh school diploma or equivalent requiredPrevious dispatching, scheduling, or customer service experience preferredHome service industry experience is highly preferredStrong verbal and written communication skillsStrong organizational and multitasking abilitiesAbility to prioritize and adapt quickly in a fast-paced environmentComfortable using dispatching, scheduling, CRM, and phone systemsPositive attitude with strong problem-solving abilitiesExperience with Aptora, CallCap, or similar software is preferredCompetencies for SuccessThe ideal candidate demonstrates:Strong communication skillsHigh urgency and responsivenessAttention to detailStrong follow-throughAbility to multitask under pressureProfessionalism and composureTeam-oriented mindsetAccountability and dependabilityAbility to diffuse conflict and problem solve effectivelyStrong operational awareness and decision-makingWorking ConditionsPrimarily office-based positionFrequent use of phones and computers throughout the workdayFull-time schedule with occasional overtime based on business needsFast-paced operational and dispatch environmentBenefitsCompensation & BenefitsGeorge Plumbing is committed to investing in our team members by providing competitive compensation, professional development opportunities, and long-term career growth.Benefits and compensation may include:Competitive hourly pay ranging from $25-$28+ per hour based on experience, qualifications, and performancePerformance-based monthly bonus opportunities tied to company and scheduling goalsYear-end bonus opportunities based on company profitability and performanceAnnual performance-based pay review and raise opportunitiesOvertime opportunities based on business needsFive (5) paid PTO days annuallyFive (5) paid company holidaysOne additional paid holiday for the annual company-sponsored fishing tripAnnual all-inclusive company-paid fishing trip$400 annual wellness allowanceEmployer contributions toward health, dental, and vision insuranceTax-advantaged employee benefit programsEmployer-paid life insurance and short-term disability coveragePaid parental leaveBereavement leaveCompany-paid training, education, and travel expenses for approved development opportunitiesAccess to professional coaching, mentorship, and leadership developmentPerformance-based career advancement opportunitiesStable, year-round employment with a high-growth companyFamily-friendly, team-oriented work environmentMembership in Nexstar Network, an industry-leading professional development organizationGeorge Plumbing is actively building toward a long-term employee ownership vision designed to reward committed, high-performing team members