Lead Dispatch Supervisor – HVAC, Electrical & Plumbing

Michael & Son Services; Richmond (VA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Benefits package

Career growth

Job summary

Michael & Son Services, a family-owned HVAC, electrical, and plumbing provider, is seeking a Dispatch Supervisor to support residential dispatch operations and lead a high-performing team in Alexandria, VA.

You'll assist the Dispatch Manager, coach dispatch staff, optimize schedules, monitor performance metrics, and help drive efficiency, customer satisfaction, and revenue growth while upholding our standards of integrity and teamwork.

Qualifications

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

Responsibilities

• Assist the Dispatch Manager with daily dispatch operations for HVAC, electrical, and plumbing services.
• Support, coach, and mentor dispatch staff to promote teamwork and performance.
• Monitor technician schedules, routes, workloads, and appointment availability.
• Assist with training new dispatchers and reinforce policies and customer service standards.
• Identify opportunities to improve dispatch processes and reduce scheduling inefficiencies.
• Support scheduling and upselling opportunities to increase revenue while maintaining service quality.
• Monitor dispatch performance metrics and address gaps and challenges.
• Serve as a leadership resource for dispatchers, technicians, and other team members.
• Collaborate with management on operational improvements and company growth initiatives.
• Resolve customer and technician scheduling issues quickly and professionally.

Skills

Dispatch

Leadership

Scheduling

CRM

Customer Service

Sales

Tools

Dispatch software

Job description

Michael & Son Services, a family-owned HVAC, electrical, and plumbing provider, is seeking a Dispatch Supervisor to support residential dispatch operations and lead a high-performing team in Alexandria, VA.

You'll assist the Dispatch Manager, coach dispatch staff, optimize schedules, monitor performance metrics, and help drive efficiency, customer satisfaction, and revenue growth while upholding our standards of integrity and teamwork.