Dispatcher

Why Join Loyal Plumbing?

At Loyal Plumbing, Heating & Cooling, we're more than a service company, we're a team committed to doing right by our customers and our community. Founded in 2012 with a vision to deliver quality service while mentoring the next generation, we've grown into a leader in residential and commercial service across Rapid City. If you value serving others, learning on the job, and growing with a company that cares about your future, Loyal might be the home for you.

What You'll Do

As a Dispatcher, you're the link between our customers and the technicians in the field, making sure the right person gets to the right job at the right time. Your day-to-day will include:

• Managing the daily dispatch board and assigning the right technician to each job based on skill set, location, and urgency.
• Coordinating technician arrival windows and routes to minimize drive time and serve as many customers as possible each day.
• Communicating with customers on appointment confirmations, arrival times, delays, and rescheduling, using our approved tone and procedures.
• Staying in close contact with technicians throughout the day, providing job details, customer notes, and real-time support.
• Prioritizing emergency and same-day calls, adjusting the board on the fly as new work, cancellations, and emergencies come in.
• Documenting job notes, scheduling details, and customer interactions accurately in our CRM/dispatch software.
• Partnering with CSRs, Service Managers, and field teams to keep operations running smoothly and support capacity, membership, and customer satisfaction goals.
• Participating in training, role-plays, and coaching sessions to continue growing your skills.
• Maintaining dependable attendance and professionalism; working independently and within a team environment.