Description
Jones Services is looking for a Dispatcher to join their team in Goshen, NY. The Dispatcher will play a critical role in coordinating field technicians throughout the day, prioritizing incoming service needs, adjusting schedules when things change, and ensuring the right technician is assigned to the right customer at the right time.
What You'll Do
- 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 maximizes 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
What We're Looking For
- 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 ServiceTitan or another field-service management platform is a plus
What Makes a Great Jones Services Dispatcher?
- You're proactive and don't simply wait for someone to tell you what to do next
- You're always looking for ways to improve the day and prevent problems
- You understand the importance of matching the right technician to the right customer and job
- You take ownership of the dispatch board and treat the success of the service day as your responsibility
Why Join Jones Services?
- Comprehensive Benefits: medical, dental, and vision coverage
- 401(k) with Company Match: build toward your long-term financial goals
- Paid Time Off & Paid Holidays: take time away from work to recharge
- Training & Development: opportunities to build new skills and grow professionally
- Career Growth: opportunities to take on additional responsibility and advance your career
- Supportive Team Environment: work alongside a team focused on helping one another succeed