Dispatch & Customer Support Supervisor

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

Benefits offered by this job

Year-end bonus

Health, dental, and vision plans

Retirement contributions

Matching 529 contributions

Job summary

U.S. Engineering Service in Kansas City, MO seeks a Customer Service Support Supervisor to oversee dispatch operations for HVAC, plumbing, and service teams.

You will coordinate customers, technicians, and management, ensuring timely service and adherence to company standards while mentoring Service Coordinators. Responsibilities include managing work orders, scheduling, payroll backup, collaboration with Sales, and process improvements.

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 ERP platforms.

Responsibilities

• Manage all aspects of dispatch operations, including scheduling and technician assignments.
• Maintain the service work order process with accurate client/job creation and tracking.
• Monitor ongoing service work and technician locations through active communication.
• Receive and process incoming customer service requests and route calls appropriately.
• Act as escalation point for complex issues and use data to identify improvements.
• Manage weekly payroll and timekeeping for technicians; backup to Service Coordinators.
• Collaborate with Sales to support proposals and service agreements.

Skills

Customer service

Leadership

Dispatch operations

Analytical skills

Microsoft Office

ERP systems (Sage Intacct)

Service software (BuildOps, Sampro)

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 in Kansas City, MO seeks a Customer Service Support Supervisor to oversee dispatch operations for HVAC, plumbing, and service teams.

You will coordinate customers, technicians, and management, ensuring timely service and adherence to company standards while mentoring Service Coordinators. Responsibilities include managing work orders, scheduling, payroll backup, collaboration with Sales, and process improvements.