Dispatcher
mcwilliams heating cooling plumbingLufkin (TX)
About the role
Job Description
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 Service
- TitanCoordinate 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
Requirements:
Qualifications High school diploma or GEDOne or more years of dispatching, scheduling, or customer service experience — home services, HVAC, plumbing, or a related trade preferred Strong verbal communication skills and a professional, customer-first phone presence Ability to manage multiple priorities and stay organized in a fast-moving environment Comfortable working with computers, scheduling software, and multi-line phone systems Strong attention to detail and accurate data entry Ability to work well with field technicians and office staff as part of a team ServiceTitan experience is a plus Must be 18 years of age or older to apply
Why Join Us:
McWilliams has served East Texas families for years with a reputation built on doing right by our customers and our people. You'll work with a team that supports each other, in an office where your work directly drives how well the whole company runs. We offer medical, dental, and vision insurance, a 401(k), paid time off and paid holidays, and ongoing training and advancement opportunities.
Before you apply
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Your profile is current
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A number in mind
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Your notice period
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Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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