Virtual Assistant (VA) Plumbing Dispatcher

Position Type: Remote (Full-Time / Part-Time) Reports To: Operations Manager / Owner Industry: Residential & Commercial Plumbing Services Position Overview We are seeking a highly organized, sharp, and proactive Virtual Assistant Dispatcher to serve as the air traffic control for our plumbing operations. In this role, you will be the first point of contact for customers in need and the strategic coordinator for our service technicians in the field. Your goal is to maximize our technicians' daily schedules, minimize drive times, and deliver an exceptional customer experience. Key Responsibilities 1. Inbound Intake & Customer Support Answer inbound calls, emails, and text messages from residential and commercial customers. Actively listen to customer plumbing issues (e.g., leaks, clogs, water heater failures) to accurately assess urgency and scope. Educate customers on basic dispatch policies, arrival windows, and dispatch fees. 2. Strategic Scheduling & Dispatching Manage, update, and optimize the daily dispatch board using our field service management software. Assign jobs to the right technicians based on their current location, skillset, and parts availability. Monitor technicians' progress throughout the day, proactively adjusting schedules to handle emergency calls or delays. 3. Field & Operational Communication Provide technicians with clear, detailed notes on customer issues and job history before they arrive. Follow up with technicians post-job to ensure paperwork, invoices, and payments are logged correctly. Keep customers informed of any schedule adjustments or technician delays with professional, real-time updates. Required Skills & Qualifications Experience: Minimum 1–2 years of experience in dispatching, customer service, or logistics (experience in home services like plumbing, HVAC, or electrical is a massive plus). Tech Savvy: Familiarity with Field Service Management (FSM) software (e.g., ServiceTitan, Housecall Pro, Jobber) and CRM tools. Communication: Exceptional verbal and written English skills. You must sound warm, professional, and confident over the phone. Problem-Solving: Ability to think fast under pressure, resolve scheduling conflicts on the fly, and handle stressed customers with empathy. Reliability: A rock-solid internet connection, a quiet workspace, and a dependable backup power/internet plan. What Success Looks Like The Dispatch Goal: A successful dispatcher doesn't just fill calendar slots—they protect the technicians' time. Success in this role means zero unassigned urgent tickets, clear communication that prevents technician frustration, and an optimized schedule that squeezes out unnecessary drive times.