Lead Dispatcher

Our company is seeking an experienced and detail-oriented Lead Dispatcher to oversee daily dispatch operations and support our dispatch team. In this role, you’ll take ownership of the dispatch board, optimize technician schedules, support revenue goals, resolve operational challenges, and ensure technicians and customers have the information they need for a successful service experience.

The ideal candidate is a confident leader who can make quick decisions, proactively solve problems, and maintain a high level of accountability in a fast-paced environment.

Schedule

• Full-Time | In-Office
• Monday–Friday,
• Occasional evenings and weekends as business needs require
• On-call support as needed
• Weekend and evening shifts may be eligible for remote work

Position Requirements

• Previous experience in dispatching, scheduling, logistics, or customer service; HVAC, plumbing, or home services preferred.
• Previous leadership or team-lead experience preferred.
• Strong knowledge of dispatching, scheduling, and route optimization.
• ServiceTitan experience preferred.
• Strong organizational, communication, multitasking, and problem-solving skills.
• Ability to make decisions quickly and remain calm in a fast-paced environment.
• Ability to coach, support, and hold team members accountable.

Key Responsibilities

• Own the Dispatch Board: Take ownership of daily dispatch operations, strategically prioritizing calls based on urgency, technician availability, customer needs, and revenue opportunities.
• Lead & Support the Dispatch Team: Lead by example, provide support and guidance to dispatchers, and ensure established procedures and expectations are consistently followed.
• Manage Technician Operations: Maintain awareness of technician locations, schedules, job status, and needs while proactively addressing delays, scheduling conflicts, and operational issues.
• Drive Efficiency & Revenue: Optimize technician schedules and routes to maximize productivity, minimize downtime, and support daily department revenue goals.
• Ensure Accurate Communication: Provide technicians with complete and accurate job information and keep customers informed of technician status, delays, schedule changes, and updated arrival times.
• Resolve Issues: Serve as an escalation point for customer concerns, technician issues, scheduling challenges, and other operational needs.
• Maintain ServiceTitan Accuracy: Ensure customer and job information is accurate and complete, including job notes, materials, equipment, costs, tasks, and required documentation.
• Manage Follow-Ups: Identify callbacks, unfinished work, follow-up opportunities, and customer concerns and ensure they are properly documented and scheduled.
• Cross-Department Communication: Maintain clear communication with Service Managers, technicians, CSRs, and other departments to ensure issues are addressed quickly and information is communicated accurately.
• Proactive Problem Solving: Anticipate potential issues before they become larger problems and take appropriate action to keep daily operations running efficiently.

Performance Expectations:

• The Lead Dispatcher is expected to take ownership of the dispatch board and daily operation, proactively manage challenges, support the dispatch team, and ensure technicians and customers have the communication and support needed to operate efficiently and deliver an exceptional customer experience.

Why Join Us?

• Supportive Culture: Join a driven, collaborative team that values accountability, teamwork, and having fun while delivering exceptional service.
• Meaningful Impact: Effective dispatching plays a critical role in technician productivity, department performance, and customer satisfaction.
• Growth Opportunities: Enjoy ongoing paid training, mentorship, and opportunities for career advancement.

Benefits

• Competitive Pay
• Health, Dental & Vision Insurance
• 401(k)
• Paid Time Off & Paid Holidays
• Paid Training
• Career Growth Opportunities

Disclaimer: By submitting your application, you authorize us to contact you by phone, email, and text regarding current and future employment opportunities.