Job Description
Job Description
At Trust 1 Heating, Cooling, Plumbing, we’re more than just a home services company—we’re a family that works hard, supports one another, and celebrates wins together. Right now, we’re on the lookout for a driven, organized, and people-loving Dispatcher to be the central hub of our daily operations.
If you're the kind of person who thrives on solving problems, keeping things running like clockwork, and loves a buzzing office atmosphere—we want to hear from you!
Compensation:
$60,000 - $75,000 yearly
Responsibilities:
Daily Dispatch & Schedule Management
- Own the ServiceTitan dispatch board from open to close
- Assign and adjust jobs based on:
- Technician skill set
- Job priority (including P5 emergencies)
- Location and efficiency
- Reassign jobs in real time to prevent:
- Technician idle time
- Missed arrival windows
- Customer dissatisfaction
- Monitor weather, traffic, and call volume to proactively adjust schedules
Customer Communication & Experience
- Proactively notify customers of delays before arrival windows are missed
- Send and manage ETAs, confirmations, and updates via text and phone
- Handle emergency and same-day requests with urgency and professionalism
- Ensure next-day job confirmations are completed via automated texts and outbound calls
Technician Coordination & Accountability
- Confirm technician availability daily and manage call-outs
- Maintain consistent communication with techs for:
- ETAs
- Job progress
- Schedule changes
- Ensure technicians complete:
- Debriefs
- Job notes
- Required documentation
- Confirm all techs have a confirmed first call each morning
Materials, Parts & Inventory Oversight
- Verify technicians are properly prepared with required parts and materials before dispatch, whenever possible
- When technicians need to visit a supply house:
- Create and document Purchase Orders (POs) as required
- Ensure proper job and cost allocation
- Monitor and document why technicians were not prepared (missing parts, incorrect diagnosis, inventory gaps, etc.)
- Identify repeat issues and communicate trends to management for process improvement
- Review materials used on every job at closeout to ensure:
- Accuracy
- Proper job costing
- Alignment with work performed
- Flag discrepancies, missing materials, or potential errors before invoices are finalized
Job Closeout, Documentation & Financial Accuracy
- Ensure all jobs are:
- Properly debriefed
- Closed out same day
- Fully documented in ServiceTitan
- Maintain clear, pinned notes for critical job updates
- Review invoices for completeness and accuracy
- Batch completed invoices daily for bookkeeping
- Track follow-ups, reschedules, and open tasks to completion
Forward Planning & Operational Readiness
- Review schedules for:
- Tomorrow
- The following two days
- Priority-tag jobs and identify opportunities to:
- Pull high-priority work forward
- Prevent cancellations
- Coordinate closely with:
- CSRs
- Service Managers
- Install Managers
- Support installation coordination to ensure smooth, delay-free installations
Reporting & Performance Visibility
- Send end-of-day summaries to leadership highlighting:
- Wins
- Issues
- Opportunities
- Maintain strong performance against dispatch KPIs (outlined below)
Key Performance Indicators (KPIs)
Success in this role is measured by:
- Dispatch Board Optimization & Overall Efficiency
- Customer Notification Timeliness
- Job Reassignment Efficiency
- Job Closeout & Debrief Compliance
- Invoice Batching Completion Rate
- ServiceTitan Documentation Accuracy
- Future Schedule Readiness (Next 2 Days)
- Job Confirmation Completion Rate
Qualifications:
What We’re Looking For:
- Proven dispatch experience in home services (HVAC, Plumbing, Electrical preferred)
- Strong working knowledge of ServiceTitan (preferred)
- Exceptional multitasking and prioritization skills
- Calm, confident communicator — especially under pressure
- Detail-oriented with high accountability
- Comfortable holding technicians and processes to standard
- Forward-thinking mindset (you don’t just react — you plan)
About Company
Trust 1 Services, founded in 2018, provides exceptional service that inspires confidence, trust, and a unique customer experience. We support our community through local charities and invest in our employees’ growth, helping them build the career and life they’ve always wanted. We take care of our people with a fun, family-like atmosphere, training and career development, 401(k) with match, 100% paid vision, dental, and life insurance, health coverage, PTO, birthday off, boot/shoe allowance, rewards, and real growth opportunities.