Dispatcher, Customer Service​/HelpDesk

Dispatcher

Jones Services – Goshen, NY

Great dispatchers do more than fill a schedule. They keep technicians productive, customers informed, and the entire service operation moving.

Jones Services is looking for a Dispatcher to join our team in Goshen, NY. This is a fast-paced role where you’ll coordinate our field technicians throughout the day, prioritize incoming service needs, adjust schedules when things change, and help make sure we’re putting the right technician in front of the right customer at the right time.

If you’re highly organized, comfortable making decisions, and can stay calm when the schedule changes unexpectedly, this could be a great opportunity for you.

• Manage and continuously monitor the daily dispatch board for HVAC, plumbing, and electrical service technicians

• Dispatch technicians to service calls based on skill set, location, availability, priority, and customer needs

• Maintain an efficient schedule that helps maximize technician productivity and minimizes unnecessary drive time

• Monitor technician progress throughout the day and proactively adjust the schedule when jobs run long, cancellations occur, or emergency calls come in

• Communicate clearly with technicians regarding schedules, job information, changes, and next assignments

• Work closely with Customer Service Representatives to coordinate newly booked calls and scheduling needs

• Keep customers informed of technician arrival windows, delays, or changes to their appointments

• Identify open schedule capacity and work with the team to help fill available appointment opportunities

• Prioritize urgent service needs while balancing previously scheduled customers

• Review upcoming calls to ensure technicians are appropriately matched to the work being performed

• Maintain accurate customer, technician, and appointment information in the scheduling system

• Follow up with technicians when additional information, job status updates, or next-step decisions are needed

• Help ensure completed calls are properly closed out and technicians are ready for their next assignment

• Communicate scheduling challenges, capacity concerns, and service issues to leadership

• Partner with field leadership and customer service to help provide an outstanding experience from the initial call through completion of service

• Remain flexible and solution-oriented as priorities change throughout the day

• Previous dispatching, scheduling, customer service, call center, or service coordination experience preferred

• Experience dispatching technicians in HVAC, plumbing, electrical, home services, or another field-service environment is strongly preferred

• Strong organizational and time-management skills

• Ability to make decisions quickly while balancing multiple priorities

• Comfortable managing a high volume of activity in a fast-paced environment

• Strong verbal and written communication skills

• Confident communicating with both customers and field technicians

• Ability to remain calm and professional when schedules change or problems arise

• Strong attention to detail and commitment to maintaining accurate information

• Ability to anticipate problems instead of waiting for them to happen

• Team-oriented mindset with a willingness to communicate and collaborate across departments

• Experience with Service Titan or another field-service management platform is a plus

• You don’t simply wait for someone to tell you what to do next.
• You’re watching the schedule, anticipating where problems may occur, communicating before someone has to ask, and constantly looking for the best way to keep the day moving.
• You understand that an open technician slot can mean a missed opportunity, a poorly matched call can hurt both the technician and the customer experience, and a lack of communication can quickly create frustration.
• Successful Dispatchers take ownership of the board and treat the success of the service day as their responsibility.

At Jones Services, our focus is on providing a best-in-class workplace while delivering world-class service to our customers.

• Comprehensive Benefits: Medical, dental, and vision coverage to help…