Dispatcher

Dispatcher
McWilliams Heating, Cooling & Plumbing | Livingston, TX | Full-Time

Overview

McWilliams is hiring a Dispatcher to be the heartbeat of our service department. You'll manage the daily board, match the right technician to the right call, and keep our field teams moving efficiently from job to job. This is a fast-paced, high-communication role for someone who stays calm under pressure, thinks two steps ahead, and takes pride in keeping customers informed and technicians productive.

Responsibilities

• Build and manage the daily dispatch board, assigning calls based on technician skill level, location, and availability
• Communicate with technicians throughout the day on job status, arrival times, parts needs, and schedule changes
• Answer inbound customer calls, schedule service appointments, and confirm appointments in advance
• Keep customers updated on technician arrival windows and any changes to their scheduled time
• Monitor job progress and adjust the board in real time to handle emergency calls, delays, and callbacks
• Maintain accurate customer records, work orders, and job notes in ServiceTitan
• Coordinate with the service manager and parts department to keep jobs moving and reduce return trips
• Follow up with customers after service to confirm satisfaction and resolve concerns
• Support membership program enrollment and renewal scheduling
• Handle customer concerns professionally and escalate to the service manager when needed