Dispatch Supervisor

Michael And Son Services; Richmond (VA); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Comprehensive benefits package

Career growth opportunities

Job summary

Michael & Son Services in Richmond, VA seeks a Dispatch Supervisor to lead residential dispatch operations. You will support scheduling, mentor the dispatch team, and collaborate to drive efficiency and customer satisfaction.

You’ll coach staff, monitor routes and workloads, and help identify improvements to reduce costs while promoting growth and strong service levels. Prior leadership and HVAC familiarity are preferred.

Qualifications

• 2+ years in dispatch, customer service, or call center roles.
• Experience in residential HVAC, electrical, or plumbing preferred.
• Leadership or supervisory background is a plus.
• Strong organization and multitasking in a fast-paced environment.
• Excellent communication and problem-solving skills.
• Ability to coach and motivate staff to meet standards.
• Sales mindset with scheduling, booking, and revenue awareness.
• Familiarity with dispatch software, CRMs, and scheduling tools.

Responsibilities

• Assist Dispatch Manager with daily HVAC, electrical, and plumbing dispatch operations.
• Coach and mentor dispatch staff to promote teamwork and performance.
• Monitor schedules, routes, workloads, and appointment availability.
• Train new dispatchers and reinforce policies and customer service standards.
• Identify process improvements and reduce scheduling inefficiencies.
• Support scheduling, upselling opportunities, and revenue growth.
• Track dispatch KPIs and address performance gaps and challenges.
• Lead as a resource for dispatchers and technicians when needed.
• Collaborate on operational improvements and growth initiatives.
• Resolve customer and technician scheduling issues promptly.

Skills

Leadership

Organization

Communication

Coaching

Sales focus

Attention to detail

Dispatch software

CRM familiarity

Scheduling platforms

Tools

Dispatch software

CRM systems

Scheduling platforms

Job description

Join Our Family-Owned Team!

Since 1976, Michael & Son Services has been a trusted name in HVAC, electrical, and plumbing services across Alexandria, VA, and beyond. We're seeking a motivated Dispatch Supervisor to support our residential dispatch operations and help lead a high-performing team focused on efficiency, teamwork, and exceptional customer experiences.

What You'll Do

• Assist the Dispatch Manager with daily dispatch operations for HVAC, electrical, and plumbing services, ensuring efficient scheduling and timely service delivery.
• Support, coach, and mentor dispatch staff to promote teamwork, accountability, and strong performance.
• Help monitor technician schedules, routes, workloads, and appointment availability to maximize efficiency and productivity.
• Assist with training new dispatchers and reinforcing company policies, procedures, and customer service standards.
• Identify opportunities to improve dispatch processes, reduce scheduling inefficiencies, and control operational costs.
• Support strategic scheduling and upselling opportunities to help increase revenue while maintaining excellent customer and employee satisfaction.
• Monitor key dispatch performance metrics and assist management with addressing performance gaps and operational challenges.
• Serve as a leader and resource for dispatchers, technicians, and other team members when the Dispatch Manager is unavailable.
• Collaborate with management to implement operational improvements and support company growth initiatives.
• Help resolve customer and technician scheduling issues quickly and professionally.

What We're Looking For

• 2+ years of experience in dispatch, customer service, call center operations, or a related field; experience in residential HVAC, electrical, or plumbing is strongly preferred.
• Previous leadership, supervisory, or team-lead experience is a plus.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to coach and motivate team members while holding them accountable to performance standards.
• Sales-driven mindset with an understanding of scheduling, booking rates, and revenue opportunities.
• Strong attention to detail and the ability to remain calm under pressure.
• Familiarity with dispatch software, CRM systems, and scheduling platforms is a plus.
• Willingness to learn, take initiative, and grow into a larger leadership role.

Why Michael & Son?

• Be part of a family-owned business with a 50-year legacy of quality and integrity.
• Competitive salary, performance bonuses, and comprehensive benefits package.
• Opportunities for career growth and advancement in a fast-paced, supportive environment.
• Work alongside an experienced leadership team and develop valuable management skills.
• Make a real impact by helping shape our dispatch operations, team performance, and customer experience.

Ready to Grow With Us?

If you're an organized, motivated leader who enjoys solving problems, supporting a team, and driving results, we want to hear from you! Apply today and take the next step toward a rewarding career with Michael & Son Services.

Michael & Son Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Salary: $48000 - $52000 per year