Job Description

Dispatcher

George Plumbing Company

“Yell for George!”

Department: Operations / Dispatch

Reports To: Customer Experience Manager / General Manager

Location: San Antonio, Texas

Status: Full-Time

About George Plumbing

George Plumbing has proudly served San Antonio homeowners since 1947. Built on craftsmanship, communication, and trust, our mission is to build lifelong relationships by delivering an unforgettable customer experience through quality workmanship, clear communication, and genuine care for the families we serve.

At George Plumbing, every team member plays an important role in protecting our reputation, strengthening customer relationships, and upholding the standards that have defined our company for generations.

Requirements

The Dispatch Service Representative (DSR) plays a critical role in managing the daily field operations of George Plumbing by coordinating technicians, optimizing schedules, maintaining communication with customers, and supporting overall operational efficiency.

The DSR is responsible for evaluating incoming calls and work orders, matching the appropriate technician to each job based on skill set and availability, monitoring technician progress throughout the day, and helping maximize schedule efficiency and revenue opportunities while maintaining an exceptional customer experience.

This role requires strong organizational skills, urgency, multitasking ability, problem-solving, and professional communication. The ideal candidate thrives in a fast-paced environment, remains calm under pressure, and understands how to balance customer satisfaction, technician efficiency, and company performance.

Core Responsibilities

• Coordinate and manage the daily technician schedule.
• Dispatch technicians based on skill set, availability, location, and job type.
• Prioritize urgent and high-value calls appropriately.
• Monitor technician progress and adjust schedules throughout the day as needed.
• Maintain communication with customers regarding technician arrival times, delays, and scheduling updates.
• Ensure work order stages, tags, and statuses remain accurate and current.
• Optimize schedules for travel efficiency and productivity.
• Assist in maintaining schedule health and board fill goals.
• Coordinate scheduling adjustments related to call volume, technician availability, emergencies, or multi-day jobs.
• Relay accurate job and customer information to technicians.
• Support “Red Alert” scheduling efforts when needed to maintain schedule efficiency.
• Work collaboratively with CSRs, technicians, and management to support operational goals.
• Participate in training, coaching, and continuous process improvement initiatives.
• Maintain professionalism and composure in high-pressure situations.

Key Performance Expectations

Performance in this role may be evaluated based on:

• Schedule efficiency and board management
• Technician utilization and productivity
• Communication quality with customers and technicians
• Accuracy of dispatching and work order management
• Response time to scheduling changes and operational issues
• Schedule fill percentage
• Teamwork and operational support
• Reliability, attendance, and professionalism

Qualifications

• High school diploma or equivalent required.
• Previous dispatching, scheduling, or customer service experience preferred.
• Home service industry experience is highly preferred.
• Fluent in Spanish and English, preferred.
• Strong verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Ability to prioritize and adapt quickly in a fast-paced environment.
• Comfortable using dispatching, scheduling, CRM, and phone systems.
• Positive attitude with strong problem-solving abilities.
• Experience with Aptora, CallCap, or similar software is preferred.

Competencies for Success

The ideal candidate demonstrates:

• Strong communication skills
• High urgency and responsiveness
• Attention to detail
• Strong follow-through
• Ability to multitask under pressure
• Professionalism and composure
• Team-oriented mindset
• Accountability and dependability
• Ability to diffuse conflict and problem solve effectively
• Strong operational awareness and decision-making

Working Conditions

• Primarily office-based position.
• Schedule: Monday - Friday 7:30am - 6pm
• Frequent use of phones and computers throughout the workday.
• Full-time schedule with occasional overtime based on business needs.
• Fast-paced operational and dispatch environment.

Benefits

Compensation & Benefits

George Plumbing is committed to investing in our team members by providing competitive compensation, professional development opportunities, and long-term career growth.

Benefits and compensation may include:

• Competitive hourly pay ranging from $25–$28+ per hour based on experience, qualifications, and performance
• Performance-based monthly bonus opportunities tied to company and scheduling goals
• Year-end bonus opportunities based on company profitability and performance
• Annual performance-based pay review and raise opportunities
• Overtime opportunities based on business needs
• Five (5) paid PTO days annually
• Five (5) paid company holidays
• One additional paid holiday for the annual company-sponsored fishing trip
• Annual all-inclusive company-paid fishing trip
• $400 annual wellness allowance
• Employer contributions toward health, dental, and vision insurance
• Tax-advantaged employee benefit programs
• Employer-paid life insurance and short-term disability coverage
• Paid parental leave
• Bereavement leave
• Company-paid training, education, and travel expenses for approved development opportunities
• Access to professional coaching, mentorship, and leadership development
• Performance-based career advancement opportunities
• Stable, year-round employment with a high-growth company
• Family-friendly, team-oriented work environment
• Membership in Nexstar Network, an industry-leading professional development organization

George Plumbing is actively building toward a long-term employee ownership vision designed to reward committed, high-performing team members

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