Dispatch Supervisor

Michael & Son Services Inc; Richmond (VA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Comprehensive benefits

Job summary

Michael & Son Services is seeking a Dispatch Supervisor to support residential dispatch operations and help lead a high-performing team focused on efficiency, teamwork, and exceptional customer experiences.

Based in Alexandria, VA, the role involves assisting the Dispatch Manager with daily dispatch for HVAC, electrical, and plumbing services, coaching staff, and optimizing schedules and routing while controlling costs. This is a hands-on leadership position in a family-owned company.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Dispatch

Customer service

Call center operations

Leadership

Scheduling

CRM systems

Communication

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.

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