Why Become a DSR?

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Dispatch service representatives are critical to the plumbing, heating/cooling and electrical industries.  Dispatch service representatives schedule and dispatch technicians and service vehicles for normal installation, service, or emergency repairs rendered outside the place of business. Duties may include using radio, telephone, or computer to transmit assignments and compiling statistics and reports on work progress.

The Bureau of Labor Statistics projects employment in this profession to grow 11 percent between 2012 and 2022, which is about as fast as average for all occupations. An additional 21,400 jobs will need to be filled.


Dispatch service representatives typically do the following:

  • Monitor personnel to coordinate service and schedules
  • Schedule or dispatch service vehicles to appropriate locations, according to customer requests, specifications, or needs
  • Oversee all communications within specifically assigned territories
  • Relay work orders, messages, or information to or from technicians, supervisors, or managers
  • Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment
  • Record and maintain files or records of customer requests, work or services performed, charges, expenses, inventory, or other dispatch information
  • Determine types or amounts of equipment, vehicles, materials, or technicians required, according to work orders or specifications
  • Advise technicians about traffic problems, such as construction areas, accidents, congestion, weather conditions, or other hazards


According to the Bureau of Labor Statistics, the median annual salary for a customer service representative was $35,690 in 2012.

To determine your potential pay as a dispatch service representative (DSR) use this salary calculator.

Nationwide Opportunities

Throughout the United States, the opportunity for finding employment as a dispatch service representative is very likely. The map below, provided by MyNextMove.org, shows the current demand for DSRs per state across the United States. The states in orange, have an above average share of this career in their workforce while blue states have a below average share of this career in their workforce.


Although there is no formal training that is needed to become a dispatch service representative, it is possible to enhance your service skills.  Troops to Trades offers training for dispatch service representatives that helps them become better at their job.

Teaches the Following Skills

  • Increase company efficiency
  • Keep calls booked until the right technician for each job arrives
  • Learn key components of outbound calling

Nexstar® Non-Technical Training Options

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