Dispatcher

ABOUT THE ROLE

County Pump & Supply's dispatch team is the nerve center of the service operation — every customer call, every technician assignment, and every scheduled job runs through it. The Dispatcher owns the live communication loop between customers and field technicians. Calls come in through Center Pro, an AI-assisted phone system running on a laptop; the Dispatcher answers live calls, monitors the app constantly, and conducts any follow up calls.

Success in this role looks like: no abandoned call goes unreturned past 10 minutes, no job sits unassigned on the board, emails and voicemails are cleared daily, and technicians always know where to go next. The right person doesn't wait to be told - they see what needs handling and handle it.

RESPONSIBILITIES

• Answer inbound customer calls through the Center Pro AI phone application during scheduled shifts.
• Monitor Center Pro continuously and return every abandoned call within the 10-minute callback window.
• Monitor the dispatch board throughout the shift; review AI-generated scheduling entries and confirm accuracy.
• Ensure every job on the board is assigned to a technician — nothing sits unassigned.
• Direct field technicians to jobs based on location, importance, and urgency.
• Schedule customer appointments and enter them correctly on the dispatch board.
• Monitor and respond to company emails promptly; keep the inbox current.
• Check voicemails regularly and follow up on every message.
• Address customer questions directly; escalate to Yari when needed.
• Communicate schedule changes, delays, or emergencies to customers and technicians in real time.
• Identify and resolve gaps or conflicts on the schedule without being prompted.

WHAT WE'RE LOOKING FOR

Non-Negotiables

• Available to work Sundays (10am–4pm) and Saturday afternoons — every week and a minimum of 30 hours per week
• Strong phone presence: clear, calm, professional with customers.
• High attentiveness — able to actively monitor two applications (phone system + dispatch board) plus email simultaneously without letting anything slip.
• Sound judgment prioritizing jobs by urgency and geography.
• Self-starter with initiative — acts without waiting for direction.
• Comfortable learning and working in software applications on a laptop.

Nice to Have

• Prior dispatch, scheduling, or call-center experience.
• Background in a home-services trade (well/pump, plumbing, HVAC, electrical).
• Experience with AI-assisted phone or scheduling tools (e.g., Center Pro or similar).
• Familiarity with the Fitchburg / North Central Massachusetts service area.

FIELD REQUIREMENTS

• Remote
• Weekend availability (Sat afternoon + Sun 10am–4pm) is required (along with weekday availability)
• Extended periods at a workstation monitoring live applications; must remain responsive throughout the shift.

COMPENSATION & BENEFITS

• $18–$25/hour starting, depending on experience; posted range up to $38/hour for exceptional experience.
• Part-time, approximately 25–30 hours/week with a consistent weekly schedule.
• Weekend differential potential and room for wage growth tied to performance and reliability.