Customer Support & Dispatch Supervisor

U.S. Engineering Service; Kansas City (MO); On-site; USD 68,000 - 95,000; Full time

Benefits offered by this job

Health, dental and vision plans

401(k) matching

529 plan matching

Job summary

U.S. Engineering Service is seeking a Customer Support Services Supervisor to oversee dispatch operations for the Kansas City HVAC Service Team, HVAC Projects, and Plumbing. You will mentor Service Coordinators, ensure accurate work orders, and collaborate with sales for smooth service delivery.

The role emphasizes leadership, process optimization, and data-driven decision making in a growing service organization with travel as needed.

Qualifications

• Minimum 4 years’ experience in a customer service-related role with exposure to operations or accounting administration.
• Minimum 3 years’ experience as a Service Coordinator or Dispatcher.
• Knowledge of commercial HVAC systems, equipment, and terminology.
• In-depth understanding of dispatch center operations, scheduling, and resource allocation.
• Proficiency with service software systems and Microsoft Office Suite; knowledge of ERP and operational platforms such as Sage Intacct, BuildOps, Sampro preferred.

Responsibilities

• Serve as the direct line of support for Service Coordinators/Administrative Assistants within the region.
• Monitor, train, and mentor Service Coordinators, ensuring clear understanding of processes, compliance, and performance expectations.
• Conduct quarterly performance reviews and routine one-on-ones with assigned team members.
• Support Operations Manager in maintaining appropriate staffing levels by communicating manpower needs.
• Participate in performance management, coaching, and the evaluation process for service staff.
• Collaborate with the Director of the Customer Service Support Team on team compensation, benefits, and feedback initiatives.
• Utilize software platforms to review team and operational reports, track goal achievement, and identify opportunities for process and performance improvements.
• Ensure accurate and compliant execution of customer portal management activities performed by the Senior Service Coordinator, providing oversight and guidance as needed.

Skills

Customer service

Leadership

Mentoring

Communication

Analytical

Problem solving

Education

High School Diploma or equivalent

Associate or Bachelor’s degree preferred

Tools

Sage Intacct

BuildOps

Sampro

Microsoft Office

Job description

U.S. Engineering Service is seeking a Customer Support Services Supervisor to oversee dispatch operations for the Kansas City HVAC Service Team, HVAC Projects, and Plumbing. You will mentor Service Coordinators, ensure accurate work orders, and collaborate with sales for smooth service delivery.

The role emphasizes leadership, process optimization, and data-driven decision making in a growing service organization with travel as needed.