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: Service Dispatch Team Leader
Primary Job Function
The 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 Responsibilities
Answer incoming customer calls promptly and professionally
Schedule and dispatch technicians based on job type, urgency, and location
Create and update job tickets in ServiceTitan, ensuring all necessary information is included
Coordinate return visits for jobs with parts pending or warranty issues
Monitor dispatch board and adjust scheduling as needed throughout the day
Assign technicians from home to their first job when possible to minimize travel time
Debrief technicians after each call to ensure jobs are closed properly and next steps noted
Communicate special part needs or delays with the warehouse and purchasing team
Make outbound calls to book annual maintenance and follow up on pending work




Monitor and contribute to the accuracy of the ServiceTitan schedule and technician routes
Collaborate with other departments to reduce inefficiencies and travel time
Follow internal SOPs, including the 14 Dispatch Commandments
Support warranty ticket and callback minimization through accurate job creation.
Required Qualifications & Attributes
2+ years of experience in customer service, dispatch, or scheduling coordination
Robust organizational and multitasking skills
Advanced communication and customer service skills
Familiarity with ServiceTitan or other dispatching software (preferred)
Knowledge of the Greater Vancouver area geography
Comfortable using Microsoft Office Suite and dispatch systems
Ability to work under pressure and adjust to changing priorities
High school diploma or GED required; post-secondary education is an asset
Performance Indicators & KPIs
Daily job dispatch accuracy and response time
Reduction in unproductive travel time (target: ≤ 15 minutes per call average)
Pending/rebook ticket resolution time
Number of return visits or call backs linked to dispatch errors
Customer satisfaction and call feedback metrics
Schedule forecast accuracy (2-3 days out)
Completion and debrief rate by technician per day

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📌 Residential Dispatcher (British Columbia)
🏢 Reid Brothers Plumbing & Heating
📍 British Columbia