Dispatcher for HVAC and Plumbing company

Company: Addario’s Services

Location: Remote (Must work EST hours)

Position Type: Full-Time (1st or 2nd Shift Available)

Role Overview

Addario’s Services is seeking a second high-level Remote Dispatcher to act as the primary "Air Traffic Controller" for our field operations. This role goes beyond answering phones; you are responsible for the strategic management of our technician board to maximize revenue and minimize waste. You will be expected to own the schedule and make real-time decisions that impact the company's bottom line.

Key Responsibilities (Scope of Services)

Strategic Schedule Management: Optimize the daily dispatch board to ensure zero downtime for field technicians and maximum productivity.

Route Optimization: Strategically assign jobs based on technician location to minimize "windshield time" and fuel costs.

Technician Coordination: Serve as the primary point of contact for field crews regarding job details, arrival times, and operational roadblocks.

Capacity Planning: Proactively monitor the upcoming week’s schedule to identify gaps and work with the team to fill them.

Emergency Dispatch: Re-prioritize the board in real-time to handle urgent "no-water/no-heat" emergencies effectively.

Data Integrity & CRM Management: Ensure all job statuses, notes, and timestamps are accurately reflected in ServiceTitan and GoHighLevel.

Fee Enforcement: Ensure Emergency Fees are correctly applied and enforced according to company policy.

Emergency Activation: Manage the activation of emergency and back-up technicians when demand spikes.

Requirements & Qualifications
ServiceTitan Mastery (Required): You must have advanced, hands-on experience navigating the ServiceTitan dispatch board, alerts, and job flows.

HVAC/Plumbing Knowledge: Prior experience in the trades is highly sought after. You must understand the urgency and technical requirements of service calls.

High-Speed Decision Making: Ability to re-route a dozen trucks on the fly when an emergency call comes in.

EST Schedule: Ability to work shifts aligned with New England business hours (First or Second shift).

Communication: Exceptional English verbal and written communication skills to maintain high technician morale and client experience.

How Success is Measured (KPIs)
Your performance will be directly tied to the following metrics:

Revenue Capture: Maximizing the daily billing potential of the board.

Time and Truck Efficiency: Reducing idle time and unnecessary travel.

Client Experience: Ensuring promised arrival windows are met.

Technician Morale: Efficiently managing tech workloads to prevent burnout.

Job Process Accuracy: Ensuring every job is closed and documented correctly.

Emergency Fee Enforcement: Maintaining consistency in emergency pricing.