Dispatcher, Customer Service​/HelpDesk

Description

At Loyal Plumbing, Heating & Cooling, we're more than a service company, we're a team committed to doing right by our customers and our community. Founded in 2012 with a vision to deliver quality service while mentoring the next generation, we've grown into a leader in residential and commercial service across Rapid City. If you value serving others, learning on the job, and growing with a company that cares about your future, Loyal might be the home for you.

As a Dispatcher, you're the link between our customers and the technicians in the field, making sure the right person gets to the right job at the right time. Your day-to-day will include:

• Managing the daily dispatch board and assigning the right technician to each job based on skill set, location, and urgency.
• Coordinating technician arrival windows and routes to minimize drive time and serve as many customers as possible each day.
• Communicating with customers on appointment confirmations, arrival times, delays, and rescheduling, using our approved tone and procedures.
• Staying in close contact with technicians throughout the day, providing job details, customer notes, and real-time support.
• Prioritizing emergency and same-day calls, adjusting the board on the fly as new work, cancellations, and emergencies come in.
• Documenting job notes, scheduling details, and customer interactions accurately in our CRM/dispatch software.
• Partnering with CSRs, Service Managers, and field teams to keep operations running smoothly and support capacity, membership, and customer satisfaction goals.
• Participating in training, role-plays, and coaching sessions to continue growing your skills.
• Maintaining dependable attendance and professionalism; working independently and within a team environment.

• High School diploma or GED required (Associate degree is a plus).
• Prior dispatching, scheduling, or call center experience preferred; experience in HVAC, plumbing, electrical, or residential home services is a strong plus, but we're willing to train the right person.
• Strong communication and customer service skills. Able to stay calm, organized, and decisive while solving problems under pressure and maintaining a friendly tone.
• Highly organized with the ability to multitask and prioritize in a fast-paced, constantly changing environment.
• Basic computer literacy and comfort learning CRM/dispatch software and multi-line phone systems.
• Familiarity with the Rapid City area to support smart routing is helpful.
• Reliable, punctual, and able to work continuously from a workstation (phone/headset/keyboard use).
• Professional phone etiquette, integrity, and a team-oriented mindset.

• Comprehensive Medical, Dental, and Vision Insurance
• PTO and sick time package
• 401(k) Plans
• Paid Holidays (Office Closed)
• Life Insurance
• Paid Birthday Off
• Starting Pay is $22.00 per hour. Additional Compensation paid weekly based on performance.