Job Description:
At Trust 1 Heating, Cooling, Plumbing, we're more than just a home services company—we're a family that works hard, supports one another, and celebrates wins together. Right now, we're on the lookout for a driven, organized, and people-loving Dispatcher to be the central hub of our daily operations. If you're the kind of person who thrives on solving problems, keeping things running like clockwork, and loves a buzzing office atmosphere—we want to hear from you!
Compensation: $60,000 - $75,000 yearly
Responsibilities:
Daily Dispatch & Schedule Management
Own the ServiceTitan dispatch board from open to close
Assign and adjust jobs based on:
- Technician skill set
- Job priority (including P5 emergencies)
- Location and efficiency
- Reassign jobs in real time to prevent:
- Technician idle time
- Missed arrival windows
- Customer dissatisfaction
- Monitor weather, traffic, and call volume to proactively adjust schedules
- Customer Communication & Experience
- Proactively notify customers of delays before arrival windows are missed
- Send and manage ETAs, confirmations, and updates via text and phone
- Handle emergency and same-day requests with urgency and professionalism
- Ensure next-day job confirmations are completed via automated texts and outbound calls
- Technician Coordination & Accountability
- Confirm technician availability daily and manage call-outs
- Maintain consistent communication with techs for:
- ETAsJob progress
- Schedule changes
- Ensure technicians complete:
- Debriefs
- Job notes
- Required documentation
- Confirm all techs have a confirmed first call each morning
- Materials, Parts & Inventory Oversight
- Verify technicians are properly prepared with required parts and materials before dispatch, whenever possible
- When technicians need to visit a supply house:
- Create and document Purchase Orders (POs) as required
- Ensure proper job and cost allocation
- Monitor and document why technicians were not prepared (missing parts, incorrect diagnosis, inventory gaps, etc.)Identify repeat issues and communicate trends to management for process improvement
- Review materials used on every job at closeout to ensure:
- Accuracy
- Proper job costing
- Alignment with work performed
- Flag discrepancies, missing materials, or potential errors before invoices are finalized
- Job Closeout, Documentation & Financial Accuracy
- Ensure all jobs are:
- Properly debriefed
- Closed out same day
- Fully documented in Service
- TitanMaintain clear, pinned notes for critical job updates
- Review invoices for completeness and accuracy
- Batch completed invoices daily for bookkeeping
- Track follow-ups, reschedules, and open tasks to completion
- Forward Planning & Operational Readiness
- Review schedules for:
- Tomorrow
- The following two days
- Priority-tag jobs and identify opportunities to:
- Pull high-priority work forward
- Prevent cancellations
- Coordinate closely with:
- CSRsService Managers
- Install Managers
- Support installation coordination to ensure smooth, delay-free installations
- Reporting & Performance Visibility
- Send end-of-day summaries to leadership highlighting:
- WinsIssuesOpportunitiesMaintain strong performance against dispatch KPIs (outlined below)
- Key Performance Indicators (KPIs)
- Success in this role is measured by:
- Dispatch Board Optimization & Overall Efficiency
- Customer Notification Timeliness
- Job Reassignment Efficiency
- Job Closeout & Debrief Compliance
- Invoice Batching Completion Rate
- ServiceTitan Documentation Accuracy
- Future Schedule Readiness (Next 2 Days)
- Job Confirmation Completion Rate
Qualifications
What We're Looking For:- Proven dispatch experience in home services (HVAC, Plumbing, Electrical preferred)
- Strong working knowledge of ServiceTitan (preferred)
- Exceptional multitasking and prioritization skills
- Calm, confident communicator — especially under pressure
- Detail-oriented with high accountability
- Comfortable holding technicians and processes to standard
- Forward-thinking mindset (you don't just react — you plan)
- About Company
Trust 1 Services has been making bad days better since 2018. We're a local Randolph-based HVAC and plumbing company built on one idea: take care of customers like family, and take care of our team the same way.
We've grown fast — fast enough to land on the Inc. 5000 list of America's fastest-growing companies — but we've stayed tight-knit on purpose. No corporate red tape. No politics. Just a team that genuinely likes each other, gives back to the community, and shows up every day to win.
When you join Trust 1, you get more than a paycheck. You get a real career path, top-tier training, weekly pay, full benefits (health, 100% paid dental/vision/life), 401(k) with match, PTO from day one, your birthday off, and a leadership team that has your back.
We're not for everyone. But if you're hungry, positive, and ready to be part of something that's actually going somewhere — we should talk.
