Dispatch Supervisor at Michael and Son Services in Richmond, VA, USA

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.

Requirements

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

Skills

Required

• Strong organizational skills
• Excellent communication skills
• Problem-solving skills
• Decision-making skills
• Sales-driven mindset
• Strong attention to detail
• Ability to remain calm under pressure

Preferred

• Familiarity with dispatch software
• CRM systems
• Scheduling platforms

Benefits

• Be part of a family-owned business with a 50-year legacy of quality and integrity.
• Competitive salary, performance bonuses, and comprehensive benefits package.
• Opportunities for career growth and advancement in a fast-paced, supportive environment.
• Work alongside an experienced leadership team and develop valuable management skills.
• Make a real impact by helping shape our dispatch operations, team performance, and customer experience.