Dispatcher at Eagle Plumbing Repairs and Drain Cleaning

Eagle Plumbing Repairs & Drain Cleaning is seeking a highly organized, customer-focused Plumbing Dispatcher to coordinate daily service operations. The Dispatcher serves as the communication hub between customers, plumbing technicians, and management to ensure exceptional customer service, efficient scheduling, and maximum technician productivity.

The ideal candidate thrives in a fast-paced environment, communicates professionally, multitasks effectively, and is committed to helping our team provide five-star plumbing service throughout the Greater New Orleans area.

• Answer incoming phone calls professionally and courteously.
• Schedule plumbing service appointments.
• Obtain accurate customer information and service details.
• Explain service charges and company policies.
• Calm upset customers while maintaining professionalism.
• Follow up with customers after completed service calls.
• Maintain excellent customer satisfaction ratings.

• Dispatch technicians based on skill level, location, and availability.
• Monitor technician routes throughout the day.
• Maximize technician efficiency and reduce drive time.
• Fill cancellations immediately.
• Adjust schedules for emergency calls.
• Keep customers informed of technician arrival times.
• Ensure technicians remain productive throughout the workday.

• Maintain constant communication with field technicians.
• Relay customer concerns and job details accurately.
• Notify customers of delays.
• Coordinate with suppliers when materials are needed.
• Assist technicians with financing paperwork when necessary.
• Communicate with management regarding scheduling challenges.

• Create customer accounts.
• Enter detailed job notes.
• Verify customer contact information.
• Maintain accurate records in the dispatch software.
• Upload photos, invoices, and job documents.
• Process warranties and callback requests.
• File permits and inspection documentation when applicable.

• Schedule estimates promptly.
• Follow up on unsold estimates.
• Track pending jobs.
• Coordinate financing appointments.
• Help maximize daily revenue by filling technician schedules.

• Review technician schedules before opening.
• Confirm first appointments.
• Verify technician arrival status.
• Monitor all active service calls.
• Keep technicians moving efficiently.
• Handle emergency service requests.
• Schedule next-day appointments.
• Confirm appointments for the following day.
• Complete end-of-day scheduling review.

• High School Diploma or GED
• Minimum 2 years of customer service experience
• Previous dispatching experience preferred
• Strong computer skills
• Excellent phone etiquette
• Professional communication skills
• Ability to multitask under pressure
• Strong organizational skills
• Dependable attendance
• Positive attitude
• Team player

• Plumbing dispatching
• HVAC dispatching
• Home service industry
• Construction scheduling
• Customer relationship management (CRM)
• Service Titan, Housecall Pro, Field Edge, or similar software
• Quick Books experience is a plus

• Excellent verbal communication
• Professional phone skills
• Time management
• Problem solving
• Conflict resolution
• Scheduling
• Attention to detail
• Data entry accuracy
• Microsoft Office
• Google Workspace
• Ability to prioritize multiple tasks

The Plumbing Dispatcher will be evaluated on:

KPIGoal

Customer Answer Rate

95%+

Same-Day Appointment Booking

90%+

Schedule Efficiency

95%

Technician Downtime

Less than 30 minutes/day

Callback Scheduling Accuracy

100%

Customer Satisfaction

4.8 Stars or Higher

Appointment Confirmation Rate

100%

Technician On-Time Arrival

95%+

Daily Schedule Filled

100%

Revenue Opportunities Captured

Maximize available technician time

• Sit for…