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

Solid 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

📌 Residential Dispatcher (Winnipeg)
🏢 Reid-Brothers-Plumbing-
📍 Winnipeg