Pay Range: $48,000 – $56,000/year (based on experience, efficiency, and ServiceTitan proficiency)Work Hours: Monday to Friday, 7:30 AM – 4:30 PM. Some overtime or Saturday dispatch support may be required.Reports To: Operations ManagerPrimary Job FunctionThe Service Dispatcher plays a central role in coordinating technician schedules, managing call flow, and maintaining communication between the service team, customers, and other departments. This role ensures accurate job creation, technician dispatching, and timely updates using ServiceTitan, while maintaining a high standard of customer service and schedule accuracy.Key ResponsibilitiesAnswer incoming customer calls promptly and professionallySchedule and dispatch technicians based on job type, urgency, and locationCreate and update job tickets in ServiceTitan, ensuring all necessary information is includedCoordinate return visits for jobs with parts pending or warranty issuesMonitor dispatch board and adjust scheduling as needed throughout the dayAssign technicians from home to their first job when possible to minimize travel timeDebrief technicians after each call to ensure jobs are closed properly and next steps notedCommunicate special part needs or delays with the warehouse and purchasing teamMake outbound calls to book annual maintenance and follow up on pending workMonitor and contribute to the accuracy of the ServiceTitan schedule and technician routesCollaborate with other departments to reduce inefficiencies and travel timeFollow internal SOPs, including the 14 Dispatch CommandmentsSupport warranty ticket and callback minimization through accurate job creationRequired Qualifications & Attributes2+ years of experience in customer service, dispatch, or scheduling coordinationStrong organizational and multitasking skillsAdvanced communication and customer service skillsFamiliarity with ServiceTitan or other dispatching software (preferred)Knowledge of the Greater Vancouver area geographyComfortable using Microsoft Office Suite and dispatch systemsAbility to work under pressure and adjust to changing prioritiesHigh school diploma or GED required; post-secondary education is an assetPerformance Indicators & KPIsDaily job dispatch accuracy and response timeReduction in unproductive travel time (target: ≤ 15 minutes per call average)Pending/rebook ticket resolution timeNumber of return visits or call backs linked to dispatch errorsCustomer satisfaction and call feedback metricsSchedule forecast accuracy (2–3 days out)Completion and debrief rate by technician per day#J-18808-Ljbffr

📌 Service Dispatcher - $48,000 - $56,000 A Year (Winnipeg)
🏢 Reid Brothers Plumbing & Heating
📍 Winnipeg