Dispatch Supervisor: Lead Operations & Elevate Service

Michael & Son Services Inc; Richmond (VA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Comprehensive benefits package

Career growth opportunities

Supportive leadership team

Job summary

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

This role involves assisting the Dispatch Manager, mentoring staff, and optimizing technician scheduling across HVAC, electrical, and plumbing services. The ideal candidate has 2+ years in dispatch or related fields, leadership experience, and a knack for improving processes while maintaining top

Qualifications

• 2+ years of experience in dispatch, customer service, call center operations, or a related field; residential HVAC, electrical, or plumbing experience preferred.
• Leadership, supervisory, or team-lead experience is a plus.
• Strong organizational skills with 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 understanding of scheduling, booking rates, and revenue opportunities.
• Strong attention to detail and 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.

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 experience

Leadership

Organizational skills

Communication

Problem solving

Coaching

Revenue mindset

Attention to detail

Dispatch software familiarity

Tools

Dispatch software

CRM systems

Scheduling platforms

Job description

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

This role involves assisting the Dispatch Manager, mentoring staff, and optimizing technician scheduling across HVAC, electrical, and plumbing services. The ideal candidate has 2+ years in dispatch or related fields, leadership experience, and a knack for improving processes while maintaining top