Dispatch Supervisor

Mason Pro Services; Chandler (AZ); On-site; USD 68,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision insurance

Life insurance

HSA options

401(k)

Paid holidays

Sick time

Vacation accrual up to 3 weeks

Training and professional development

Job summary

Mason Pro Services in Chandler, AZ seeks an experienced Dispatch Supervisor to lead our service dispatch team and ensure timely technician arrivals.

You will coach staff, balance customer needs with field operations, and develop processes to improve efficiency. The role requires HVAC service ops understanding and strong communication to manage multiple priorities.

Qualifications

• Minimum 5 years in customer service, dispatch, or related roles.
• At least 3 years managing administrative or support personnel.
• Proven leadership, coaching, and communication skills.
• Strong organizational skills with the ability to manage multiple priorities.

Responsibilities

• Lead, coach, and train the service dispatch team.
• Oversee daily dispatching and keep the dispatch board current.
• Ensure technicians have productive schedules and minimize downtime.
• Assign calls based on skills, geography, and availability.
• Review schedules to preempt routing issues.
• Monitor travel, arrival, and job times for accuracy.
• Maintain customer updates on scheduling and service.
• Lead weekly team meetings and develop SOPs.
• Assist with interviewing and hiring within the department.
• Review operational reports to identify productivity gains.
• Support billing and notes accuracy as needed.

Skills

Leadership

Coaching

Communication

Customer service

Problem-solving

Time management

Education

High school diploma or GED

Tools

Excel

Word

Adobe Acrobat

ServiceTitan

Job description

Dispatch Supervisor

Pay: $68,000-$72,000 annually Schedule: Monday-Friday Additional Hours: May be needed based on business demands

Lead the Team That Keeps the Service Department Moving

A great service department depends on more than skilled technicians in the field. It takes a strong dispatch team behind the scenes making sure the right technician gets to the right customer at the right time.

We are looking for an experienced Dispatch Supervisor who can lead, coach, and develop our dispatch team while keeping daily operations organized and efficient.

This is a hands-on leadership position for someone who understands HVAC service operations, knows how to manage competing priorities, and can balance the needs of customers, technicians, and the business.

You won't simply monitor a dispatch board. You'll be responsible for helping your team perform at a high level, identifying opportunities to improve efficiency, maintaining strong processes, and ensuring customers receive the communication and service they expect.

Benefits

Our benefits package includes:

• Medical insurance with multiple plan options,
• Dental and vision insurance,
• Life insurance,
• HSA options,
• 401(k),
• Paid holidays,
• Sick time,
• Vacation accrual of up to 3 weeks based on tenure,
• Training and professional development opportunities

What You'll Do

As our Dispatch Supervisor, you will:

• Lead, coach, and train the service dispatch team
• Oversee daily dispatching activities and ensure the dispatch board remains accurate and up to date
• Make sure technicians have productive schedules and minimize unnecessary standby, shop, travel, and parts-pickup time
• Assign calls based on technician skills, geography, and availability
• Review upcoming schedules to identify routing or scheduling issues before they become problems
• Monitor technician travel, arrival, and job times for accuracy
• Help keep the service schedule full by coordinating with customer service and other support teams
• Ensure customers receive proactive updates regarding scheduling and service
• Serve as an escalation point when customer concerns require additional support
• Coach team members through performance expectations and conduct regular one-on-one meetings
• Lead weekly team meetings and provide ongoing training
• Build, document, and maintain SOPs for dispatching and scheduling processes
• Develop and maintain onboarding processes for new team members
• Train and onboard new employees
• Assist with interviewing and hiring for positions within the department
• Review operational reports and identify opportunities to improve productivity
• Support job review and billing processes as needed
• Ensure customer notes, job records, and employee time entries remain accurate
• Step in to support dispatch or customer service functions when coverage is needed

What We're Looking For

Required qualifications:

• At least 3 years of experience managing administrative or support personnel
• At least 5 years of customer service, dispatch, coordination, or related experience
• Strong leadership, coaching, and communication skills
• Advanced customer service and problem-solving abilities
• Strong organizational skills and the ability to manage several priorities at once
• Experience developing, documenting, or maintaining SOPs
• High attention to detail and commitment to accurate recordkeeping
• Strong written communication skills
• Comfortable working with technology and operational systems
• Working knowledge of Excel, Word, and Adobe Acrobat
• High school diploma or GED

Preferred:

• Trade industry experience
• Experience with ServiceTitan or a similar field-service management platform

What Success Looks Like

You’ll help create a dispatch operation where technicians stay productive, customers know what to expect, schedules remain organized, and problems are addressed before they disrupt the day.

Success means building a team that communicates well, follows consistent processes, maintains accurate information, and continually looks for ways to improve the customer and technician experience.

If you enjoy leading people, improving processes, and bringing structure to a fast-moving service environment, we’d like to hear from you.

Candidates will be required to pass a background check and drug test upon being given a conditional offer of employment