Service Dispatcher (ServiceTitan Specialist)

We are seeking a Service Dispatcher (ServiceTitan Specialist) to manage our daily field operations, customer communication, and technician scheduling. In this dual-capacity role, you won't just be answering phones—you'll be the central hub of our field operations, making sure our technicians are set up for success and our customers receive top-tier service.

If you understand trades operations, love forward-thinking route planning, and know how to connect with local New Hampshire customers, we want to hear from you!

Compensation & Benefits:

• Starting Rate: $4.50 - 5.00/hour
• Retention bonus
• Performance-based pay raises (Month 3, Years 1 and 2)

Key Responsibilities:

Customer Experience & Inbound/Outbound Calls

• Handle high-volume inbound calls and conduct outbound customer check-ins with warmth, professionalism, and efficiency.
• Build strong rapport with repeat customers to deliver fast, personalized service.
• Read call dynamics quickly to manage diverse caller personalities effectively.

Technical Dispatching & Route Optimization

• Take ownership of the dispatch board to maximize technician productivity and eliminate idle time.
• Match jobs with the appropriate technician based on skill level, certifications, and task complexity.
• Optimize daily schedules and travel routes across large territories to minimize drive time.
• Proactively plan schedules 1 to 2 weeks ahead to ensure balanced capacity and smooth operations.

Field Operations & Communication

• Active listener capable of recording detailed, accurate job notes (capturing the core issue and scheduling constraints).
• Maintain real-time communication with field professionals using operational mobile tools (Qlik).
• Ensure accurate, clean data entry within ServiceTitan and organize project files in Google Workspace.

Outreach & Customer Retention

• Leverage downtime to follow up on unsold service estimates and drive business growth.
• Conduct post-service follow-up calls to ensure 100% customer satisfaction.
• Actively request online reviews from satisfied customers to enhance company reputation.

Qualifications & Requirements

• Experience: 1–1.5+ years of experience as a Dispatcher, CSR, or Operations Coordinator in the residential trades (Electrical preferred; HVAC or Plumbing background welcome).
• Software:ServiceTitan experience is strictly required. Experience with Google Workspace and mobile operational apps (e.g., Qlik) is a plus.
• Geographic & Route Familiarity: Strong spatial awareness and ability to handle route logistics across large territories.
• Mindset & Soft Skills:
• Exceptional active listening skills and detail orientation.
• Positive, can-do attitude with a strong focus on team success.
• Ability to stay calm, personable, and clear under pressure.