Dispatcher / Customer Operations Coordinator
About this role
Who We Are
Frank's Mr. Plumber is looking for an organized, customer-focused Dispatcher to join our growing team! People often come to us looking for a job, but they stay because they find a fulfilling career, room to grow, and opportunities to excel.
Tonawanda-Based Company
Why Choose Frank's Mr. Plumber
Competitive pay ranging from $22-$25/hr DOE.
Performance-based bonus opportunities for strong individual and team performance.
Additional compensation may be available for candidates with flexible scheduling or weekend availability.
Medical, Dental, Vision and Life Insurance.
Work-life balance – Paid Time Off, Paid Holidays, and Full-Time employment.
401(k) Plan with company match.
Ongoing training and career advancement opportunities.
State-of-the-art technology including ServiceTitan.
Supportive team environment where your work makes a difference.
Schedule
Typical schedule is Monday–Friday, 10:00 AM – 7:00 PM.
Flexible scheduling available, including Tuesday–Saturday or four 10-hour shifts for the right candidate.
Candidates willing to help cover occasional Saturdays and Sundays may receive additional compensation.
The Big Task
You will coordinate technician schedules, optimize daily routes, and ensure every customer receives prompt, professional service while maximizing technician productivity and delivering an exceptional customer experience.
Key Tasks
Schedule and dispatch technicians based on skill set, location, priority, and call type.
Monitor technician progress throughout the day and make real-time schedule adjustments.
Manage schedule gaps, delays, emergency calls, and changing priorities.
Make outbound calls to customers to confirm appointments, fill schedule openings, and maximize daily booking opportunities.
Communicate scheduling updates and arrival times with customers.
Partner with the Customer Service Representative team to maximize booked calls.
Maintain accurate schedules and customer information within ServiceTitan.
Help improve dispatch efficiency, technician utilization, and same-day service completion.
Work closely with technicians and office staff to keep the day's schedule running smoothly.
Desired Skills and Experience
2+ years of dispatch, scheduling, logistics, or customer service experience preferred.
Home services industry experience preferred.
Outbound sales, inside sales, appointment setting, or outbound customer service experience preferred.
ServiceTitan experience preferred.
Excellent communication and customer service skills.
Highly organized with exceptional multitasking abilities.
Strong problem-solving skills and attention to detail.
Ability to remain calm, positive, and productive in a fast-paced environment.
If you want to be part of something bigger than just a job—make this career move and find exactly what you're looking for. You will work in a place where you are appreciated by your team and customers, and where your work has a direct impact on the success of the company. If this sounds like you, spend a little time learning about Frank's Mr. Plumber by visiting www.callmrplumber.com. When you're ready, please apply for this position directly on Indeed.
Equal Opportunity Employer
