Job Description
Watermark Plumbing and Drains is hiring a full-time Service Coordinator / Dispatcher to help run the weekday service operations for our residential plumbing company.
This is a key role in our business. You will help customers, book service calls, manage the daily schedule, coordinate with our plumbers and office team, and make sure day-to-day operations run smoothly.
We are looking for someone who is calm, organized, reliable, and confident speaking with customers. The right person will be comfortable working with a busy service schedule where priorities can change quickly throughout the day.
About Us
Watermark Plumbing and Drains is a highly rated residential plumbing company serving Toronto and the GTA.
We are known for professional service, strong communication, clean workmanship, and a customer experience that is better than what customers expect when calling a plumbing company.
We are growing, and this role is vital to keeping our customers, plumbers, and schedule organized.
Responsibilities
In this role, you will help manage the flow of the service day from the first customer call through to completed jobs, follow-ups, and reporting.
Your responsibilities will include:
- Answering inbound customer calls, emails, and online service requests
- Booking plumbing service appointments and explaining our service process clearly
- Asking the right questions to understand the customer’s issue, location, urgency, and service needs
- Using ServiceTitan service management software to create jobs, update customer records, schedule appointments, enter notes, and track job progress
- Scheduling plumbers based on location, urgency, availability, skill set, and job type
- Monitoring the daily schedule and making adjustments as jobs are completed, delayed, extended, or rescheduled
- Coordinating with plumbers in the field throughout the day
- Communicating appointment windows, delays, updates, estimates, and next steps to customers
- Entering accurate job notes and customer information so plumbers have the information they need before arriving onsite
- Following up with customers on unbooked calls, missed calls, pending estimates, outstanding questions, and open service issues
- Reviewing open jobs, pending items, and follow-up tasks daily to make sure nothing falls through the cracks
- Helping track key service desk metrics such as booking rate, missed calls, response time, follow-up completion, schedule utilization, and job note accuracy
- Helping identify scheduling gaps, urgent calls, repeat customer opportunities, and potential service issues before they become bigger problems
- Escalating urgent issues, customer concerns, schedule conflicts, or unusual situations to management when needed
- Maintaining and updating service desk SOPs as processes change
- Supporting general office and customer service tasks as required
Who We’re Looking For
We are looking for someone who can stay calm and organized during a busy day.
The right candidate will be:
- Professional and confident on the phone
- Highly organized and detail-oriented
- Comfortable managing multiple priorities at once
- Able to stay calm with upset, stressed, or urgent customers
- Comfortable asking customers to book an appointment
- Reliable, punctual, and accountable
- A clear written communicator
- Comfortable using software and learning new systems
- Able to follow processes while still using common sense
- Good at closing loops and making sure things get finished
- Comfortable working with both customers and field technicians
You do not need to be a plumber. You do need to be able to learn, listen carefully, and communicate clearly!
Helpful Experience
Experience in any of the following would be an asset:
- Dispatching
- Service coordination
- Customer service
- Scheduling
- Plumbing, HVAC, electrical, restoration, pest control, appliance repair, or another home-service business
- Dental, medical, or veterinary reception
- Property management or maintenance coordination
- Call centre or inside sales
- ServiceTitan, Jobber, Housecall Pro, Service Fusion, or similar software
ServiceTitan experience is a strong asset, but not required.
Schedule
- Full-time
- Monday to Friday
- Daytime hours
Compensation
- $50,000–$65,000 per year, depending on experience
- Performance bonus potential
- Stable full-time weekday schedule
Why Join Watermark?
This is a stable, important role in a growing company with a strong reputation.
You will be joining a team that values professionalism, clear communication, reliability, and doing things properly. The person in this role has a real impact on the customer experience and the success of the business.
If you are organized, calm under pressure, and enjoy being the person who keeps things running smoothly, this could be a strong fit.
How to Apply
Please apply with your resume and a short message explaining why you would be a good fit for this role.
Applications without a resume may not be reviewed.
Pay: $50,000.00-$65,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care
- Work from home
Application question(s):
- Are you available to work full time, Monday to Friday, from 9am to 5pm?
- How many years of experience do you have in customer service, dispatching, scheduling, or service coordination?
- Have you worked in a plumbing, HVAC, electrical, restoration, pest control, appliance repair, property management, or other home-service business before?
- Have you used ServiceTitan, Jobber, Housecall Pro, Service Fusion, or similar service management software before? If yes, which one?
- This role is primarily phone-based and involves speaking with customers throughout the day. Are you comfortable being on the phone for a large part of your workday?
Work Location: Hybrid remote in Toronto, ON
