Residential Dispatcher

Pay Range: $48,000 – $56,000/year (based on experience, efficiency, and ServiceTitan proficiency)

Work Hours: Monday to Friday, 7:30 AM – 4:30 PM. Some overtime or Saturday dispatch support may be required.

Reports To: Service Dispatch Team Leader

Primary Job Function

The Service Dispatcher plays a central role in coordinating technician schedules, managing call flow, and maintaining communication between the service team, customers, and other departments. This role ensures accurate job creation, technician dispatching, and timely updates using ServiceTitan, while maintaining a high standard of customer service and schedule accuracy.

Key Responsibilities

• Answer incoming customer calls promptly and professionally
• Schedule and dispatch technicians based on job type, urgency, and location
• Create and update job tickets in ServiceTitan, ensuring all necessary information is included
• Coordinate return visits for jobs with parts pending or warranty issues
• Monitor dispatch board and adjust scheduling as needed throughout the day
• Assign technicians from home to their first job when possible to minimize travel time
• Debrief technicians after each call to ensure jobs are closed properly and next steps noted
• Communicate special part needs or delays with the warehouse and purchasing team
• Make outbound calls to book annual maintenance and follow up on pending work
• Monitor and contribute to the accuracy of the ServiceTitan schedule and technician routes
• Collaborate with other departments to reduce inefficiencies and travel time
• Follow internal SOPs, including the 14 Dispatch Commandments
• Support warranty ticket and callback minimization through accurate job creation.

Required Qualifications & Attributes

• 2+ years of experience in customer service, dispatch, or scheduling coordination
• Strong organizational and multitasking skills
• Advanced communication and customer service skills
• Familiarity with ServiceTitan or other dispatching software (preferred)
• Knowledge of the Greater Vancouver area geography
• Comfortable using Microsoft Office Suite and dispatch systems
• Ability to work under pressure and adjust to changing priorities
• High school diploma or GED required; post-secondary education is an asset

Performance Indicators & KPIs

• Daily job dispatch accuracy and response time
• Reduction in unproductive travel time (target: ≤ 15 minutes per call average)
• Pending/rebook ticket resolution time
• Number of return visits or call backs linked to dispatch errors
• Customer satisfaction and call feedback metrics
• Schedule forecast accuracy (2–3 days out)
• Completion and debrief rate by technician per day