Dispatch Lead

Got work ethic? Got integrity? Got pride in your work? We wish to meet you! 

We’re on the hunt for great people first. We believe great people create great teams. If you aspire to help build a business, we wish to meet you.

About PlumbWorks

PlumbWorks, a Gold Collar Plumbing LLC company, is a premier Utah based residential plumbing company. Our culture is based on the belief that in the trades, we are neither just Blue Collar nor White Collar – we turn both blue collar wrenches and white collar tools – we are GoldCollar. We hire GoldCollar minded team members, perform GoldCollar Quality Work, and pay GoldCollar wages and bonuses. 

Benefits

• Medical benefits stipend
• 7 paid holidays
• Paid time off & increases based on experience and immediate eligibility for up to 20 days based on industry experience
• Continuing education tuition reimbursement program
• Employee referral bonus program

The Job to be Done

The Dispatch Lead is responsible for overseeing daily dispatch operations, coordinating service calls, and ensuring efficient scheduling of plumbing technicians. This role acts as the primary point of contact between customers, technicians, and management, ensuring high levels of customer satisfaction, productivity, and operational efficiency.

Essential Duties and Responsibilities

• Strong leadership presence and capability calmly guide fluid teamwork in stressful conditions
• Must be willing and capable leading operational problem-solving efforts
• Identify opportunities for improvement, solutions, and engage team members in process improvements
• Lead and manage daily dispatch operations for plumbing service calls
• Schedule, route, and prioritize jobs based on urgency, location, and technician skill set
• Serve as the escalation point for customer service issues, schedule conflicts, and technician concerns
• Communicate clearly with technicians regarding job details, changes, and expectations
• Monitor technician progress throughout the day and make real-time adjustments as needed
• Ensure accurate job information, notes, and updates are entered into the dispatch/service management system
• Train, coach, and support dispatch staff to maintain consistent service standards
• Coordinate with management to improve workflows, response times, and resource allocation
• Track key performance metrics such as response time, job completion rates, and customer satisfaction
• Support after-hours or emergency dispatch coordination as required

Minimum Qualifications and Experience

• 2+ years of dispatch experience, preferably in plumbing, HVAC, EMT or a similar trades environment
• Previous leadership or lead dispatcher experience strongly preferred
• Proficiency with dispatching or field service management software
• Ability to remain calm and make sound decisions under pressure
• Basic knowledge of plumbing services and terminology is a plus