HVAC & Plumbing Dispatcher Supervisor

About Us

Join a Company with Over 50 Years of Trusted Service in South Florida!

Pride Air Conditioning & Plumbing has proudly served South Florida for over five decades, delivering reliable, high-quality HVAC and plumbing solutions. As a locally owned and operated company, we are proud of our commitment to excellence, customer satisfaction, and long-term community relationships.

Our team consistently goes the extra mile because we genuinely value every client we serve. At Pride, we foster a culture built on honesty, teamwork, and mutual respect, empowering each employee to contribute their unique strengths to provide the best service possible.

Position Overview

The Dispatch Supervisor is responsible for leading the daily operations of the Dispatch Department supporting HVAC, Plumbing, and Appliance service divisions. This role ensures the efficient scheduling, routing, and coordination of service technicians while maintaining high standards of customer service, operational efficiency, and dispatcher performance. The Dispatch Supervisor provides leadership, coaching, and accountability for the dispatch team, monitors technician productivity and workflow, and collaborates with multiple departments to ensure timely service delivery and an exceptional customer experience. As a working supervisor, this position actively supports daily dispatch operations when business demands require it.

Responsibilities

• Lead, supervise, and develop the Dispatch team, fostering a culture of accountability, collaboration, and continuous improvement.
• Train, coach, and mentor dispatch personnel on company policies, communication standards, dispatch procedures, and routing best practices.
• Conduct performance evaluations, coaching sessions, corrective actions, and disciplinary measures as needed.
• Promote effective communication and teamwork among in-office and remote employees.
• Establish performance expectations and monitor dispatcher productivity, accuracy, and service quality.
• Oversee the daily dispatch operations for HVAC, Plumbing, and Appliance service departments.
• Ensure technicians are scheduled and dispatched efficiently based on skill level, geographic location, workload, and customer priority.
• Monitor and/or set up technician calendars, daily lineups, and service boards to maximize productivity and minimize downtime.
• Review and adjust technician routes throughout the day to improve efficiency, reduce drive time, minimize overtime, and increase completed service calls.
• Monitor open service pools, reserved boards, temporary technician boards, and dispatch queues to ensure all service requests are assigned promptly.
• Ensure late-call procedures and scheduling standards are consistently followed.
• Monitor dispatchers' live updating procedures to ensure service tickets are accurate, complete, and updated in real time.
• Review completed service calls to verify job status, technician notes, payments, parts commitments, and documentation accuracy.
• Monitor GPS tracking, technician activity, lunch periods, travel time, and end-of-day completion to support operational efficiency.
• Adjust technician schedules and staffing throughout the day to respond to changing service demands and emergencies.
• Coordinate and monitor after-hours and weekend dispatch teams to ensure seamless operational continuity.
• Handles escalated customer concerns and assists in service recovery efforts when needed.
• Maintain consistent communication with dispatchers, technicians, customer service representatives, field management, and leadership.
• Ensure dispatch operations support company service standards, response time goals, and customer satisfaction objectives.
• Identify opportunities to improve dispatch procedures, workflow efficiency, and technician utilization.
• Develop and implement operational improvements to enhance department performance.
• Prepare and analyze reports related to dispatch performance, route efficiency, technician productivity, open calls, service levels, and operational trends.
• Monitor key performance indicators (KPIs) and recommend strategies to improve operational results.
• Perform other duties as assigned.

Required Skills & Abilities

• Demonstrated leadership, supervisory, and team development skills.
• Strong knowledge of dispatch operations, technician scheduling, routing optimization, and field service management.
• Excellent organizational, time management, and multitasking abilities in a fast-paced environment.
• Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.
• Exceptional verbal and written communication skills.
• Ability to effectively coach employees while maintaining accountability and performance standards.
• Strong customer service and conflict resolution skills.
• High attention to detail and commitment to accuracy.
• Ability to adapt quickly to changing priorities and operational demands.
• Proficiency with Microsoft Office Suite, dispatch management software, GPS tracking systems, and related field service platforms.
• Ability to collaborate effectively across multiple departments and organizational levels.

Education & Experience

• High school diploma or equivalent required.
• Minimum of 3 years of dispatch experience in the HVAC, Plumbing, Appliance Repair, or Home Services industry required.
• Minimum of 2 years of supervisory or management experience leading dispatch or customer service teams.
• Experience with field service management and GPS software preferred.
• Experience managing multiple service lines and high-volume dispatch operations strongly preferred.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• What is your desired pay?
• If hired, what would your availability be?
• Would you be able to pass both a background check and a drug test as part of the hiring process?
• May we contact your previous employers?
• Please provide the reason for leaving your last TWO jobs.

Work Location: In person