Warranty Dispatcher

Job Overview:

The Plumbing Warranty Dispatcher is responsible for coordinating and scheduling service calls for plumbing technicians to ensure prompt, efficient, and high-quality customer service. This role acts as the primary liaison between customers and field technicians, prioritizing and dispatching work based on technician availability, location, and skill set. The dispatcher plays a key role in maintaining workflow, optimizing routes, and ensuring timely communication between all parties.

Essential Responsibilities:

• Answer incoming customer calls and service requests in a professional and courteous manner


• Schedule and dispatch plumbing technicians to warranty appointments based on urgency, location, and availability


• Communicate job details, work orders, and customer expectations clearly to technicians


• Monitor and track job progress, technician status, and service ticket completion


• Coordinate emergency or same-day service requests as needed


• Maintain accurate records of warranty calls, work performed, and customer interactions


• Provide updates to customers regarding technician arrival times or changes to scheduling


• Assist with billing support by ensuring warranty reports are complete and submitted on time


• Handle customer concerns or complaints and escalate issues when appropriate


• Any other task assigned.

Qualifications:

• High school diploma or equivalent; an associate degree is a plus

 Prior experience in dispatching, customer service, or plumbing/HVAC trades preferred but not mandatory

• Strong organizational and time management skills


• Excellent communication and interpersonal abilities


• Ability to multitask and work in a fast-paced environment


• Proficient in dispatch software, scheduling tools, and Microsoft Office

Working Conditions:

• Full-time, office based.


• Rarely exposed to extreme cold or heat, and a moderate sound level.

Essential Functions:

• Attending work at the company headquarters is required.


• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.


• Ability to read, analyze, and interpret common and technical journals, financial reports, and legal documents.


• Effectively communicate and/or present information to top management, public groups, or the board of directors.


• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.


• Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.


• Must be able to define problems, collect data, establish facts, and draw valid conclusions.


• Must be able to regularly sit. Must be able to frequently hear and talk. Regularly required to stand, walk, stoop, crouch, kneel, read, write, use hands to handle, feel, and manipulate.


• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.