HVAC Dispatch Supervisor

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

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance

HSA options

401(k)

Paid holidays

Sick time

Vacation accrual (up to 3 weeks)

Ongoing training and development

Job summary

Mason Pro Services is seeking an HVAC Dispatch Supervisor to own the service dispatch operations and lead a team ensuring technicians, customers, and internal teams stay connected. You’ll coach staff to identify scheduling gaps, reduce downtime, and improve processes.

Role focuses on creating a high-accountability dispatch department with day-to-day leadership, accurate job notes, and strong teamwork across the service organization. A background in service software and Excel/Word is valued.

Qualifications

• 3+ years of experience supervising administrative, dispatch, customer service, or similar personnel
• 5+ years of customer service, dispatching, scheduling, coordination, or related experience
• Strong coaching and people-management skills
• Excellent organization and follow-through
• Strong written and verbal communication skills
• Experience creating or improving processes and SOPs
• Attention to detail and problem-solving mindset

Responsibilities

• Create and lead a dispatch department that operates consistently and efficiently
• Oversee day-to-day dispatch team operations and ensure technicians have information and support
• Monitor schedule, adjust as needed, and minimize downtime
• Ensure proper assignment of work based on skills and routing
• Coordinate maintenance, repair, and follow-up scheduling
• Document job notes and customer communications accurately
• Maintain ServiceTitan records and monitor time entries
• Collaborate with other office teams to support scheduling and throughput
• Handle escalated customer situations and assist during high call volume
• Review operational reports to drive performance improvements

Skills

Team supervision

Coaching

Organization

Communication

Process improvement

Attention to detail

CRM software experience

MS Excel/Word

Education

High school diploma or GED

Tools

ServiceTitan

Microsoft Excel

Microsoft Word

Job description

HVAC Dispatch Supervisor

Salary Range: $68,000-$72,000 per year Hours: Monday-Friday, with extended hours as needed

Are You the Person Who Can Keep Everyone One Step Ahead?

When several technicians are in the field, customers are waiting for updates, schedules are changing, and an unexpected call comes in, someone needs to see the bigger picture.

That's where you come in.

We're hiring an HVAC Dispatch Supervisor to take ownership of our service dispatch operations and lead the team responsible for keeping technicians, customers, and internal departments connected.

We're looking for someone who doesn't wait for problems to land on their desk. You notice the schedule that's starting to fall behind. You see when a technician has too much windshield time. You recognize when a process isn't working consistently. Most importantly, you know how to coach your team so they can recognize those things too.

What We Offer

You'll join a team that values organization, communication, accountability, and continued improvement.

Our benefits include

• medical, dental, and vision insurance
• life insurance
• HSA options
• a 401(k)
• paid holidays
• sick time
• vacation accrual of up to three weeks based on tenure
• and ongoing training and development resources

Your Role

Your primary responsibility will be creating a dispatch department that operates consistently, efficiently, and with a high level of accountability.

You'll oversee the day-to-day work of the dispatch team while making sure technicians have the information, jobs, and support they need to make the most of their day.

That includes:

• Monitoring the service schedule throughout the day and making adjustments when necessary
• Keeping technicians moving efficiently between calls
• Ensuring technicians are assigned work appropriate for their skills
• Reducing unnecessary downtime, excessive travel, and avoidable schedule gaps
• Making sure technicians have a next call scheduled whenever work is available
• Reviewing the following day's schedule for accuracy and efficient routing
• Coordinating maintenance, repair, and follow-up scheduling
• Ensuring job notes and customer communication are properly documented
• Monitoring technician time entries and helping maintain accurate ServiceTitan records
• Working with other office teams to maintain a strong service schedule
• Handling escalated customer situations and helping the team work toward an appropriate resolution
• Supporting the customer service team during periods of high call volume
• Reviewing operational reports and using the information to improve performance

You’ll Also Be a Coach

This isn't a position where you'll simply tell people what needs to be done.

We want someone who develops their team.

You'll conduct regular coaching conversations and one-on-one meetings, facilitate weekly team meetings, provide training, help onboard new employees, and reinforce clear performance expectations.

You'll also help establish structure within the department by documenting processes and maintaining SOPs so employees have clear, consistent expectations to follow.

As the department grows, you'll participate in interviewing and training new team members as well.

You’ll Be a Strong Fit If You Have

• 3+ years of experience supervising administrative, dispatch, customer service, or similar personnel
• 5+ years of customer service, dispatching, scheduling, coordination, or related experience
• Strong coaching and people-management skillsThe ability to stay calm when priorities change quickly
• Excellent organization and follow-through
• Strong written and verbal communication skills
• Experience creating or improving processes and SOPs
• A high level of attention to detail
• Confidence addressing difficult customer situations
• Experience working with CRM, dispatching, or field-service software
• Working knowledge of Microsoft Excel and Word
• A high school diploma or GED

Experience in the trades is a plus, and previous ServiceTitan experience is highly desirable.

How You'll Make an Impact

Your work directly influences how many productive hours our technicians have each day and how smoothly our customers' appointments are handled.

You'll help us:

• Keep technician schedules productive
• Reduce unnecessary travel and downtime
• Improve communication before customers need to call us for updates
• Keep scheduling and job information accurate
• Develop stronger, more consistent dispatch processes
• Build a knowledgeable and accountable dispatch team
• Create a smoother experience for both customers and field employees

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