Dispatch Manager

Reliable Heating & Air•Kennesaw, GA

About The Position

We are seeking an experienced Dispatch Manager to lead dispatch operations and the dispatch team supporting HVAC, Plumbing, Electrical, and Commercial service divisions, as well as the Installation Coordination team. The manager will develop a high-performing dispatch team, drive operational efficiency, optimize technician utilization, and help deliver an exceptional customer experience. The role requires balancing competing priorities, making sound decisions in a fast-paced environment, and building partnerships across field service operations, sales, installation, and commercial teams. The Dispatch Manager will foster collaboration, accountability, continuous improvement, and respect while supporting operational and customer satisfaction goals. The position oversees daily dispatch operations, technician scheduling and assignments, customer communications, coordination across departments, service records and performance reporting, and quality checks on completed jobs. It also provides guidance to technicians facing troubleshooting or logistical challenges and addresses service issues with relevant stakeholders.

Requirements

High school diploma or GED required; this will be verified during the background process.
Proven experience in dispatch operations management, preferably in HVAC, plumbing, or electrical services.
Understanding of scheduling principles and best practices.
Strong organizational skills and ability to multitask and prioritize effectively in a fast-paced environment.
Excellent communication and interpersonal skills with a customer-focused mindset.
Proficiency with dispatch software and other relevant scheduling and data-management tools.
Leadership qualities and ability to motivate and inspire teams to achieve goals and deliver high-quality service.
Problem-solving skills and ability to remain calm and composed under pressure.
Flexibility to adapt to changing priorities and schedules, including occasional on-call or after-hours availability.
Any employment offer is conditional upon successful completion of a background check, drug screen, and motor vehicle record review, as applicable.

Nice To Haves

Experience with Service Titan is preferred.

Responsibilities

Manage daily dispatch operations for HVAC, plumbing, and electrical service calls.
Assign service requests to technicians based on skills, availability, and proximity to the job site.
Monitor technician schedules and workloads to optimize resource utilization.
Adapt to changing priorities and emergencies by reallocating resources to meet customer needs.
Serve as the primary point of contact for customers regarding service inquiries, scheduling, and updates.
Provide customers with accurate arrival times and promptly address their concerns and questions.
Coordinate with sales, service, installation, technicians, and other relevant personnel to support seamless workflows and customer satisfaction.
Foster a collaborative and supportive environment among dispatch staff and service teams.
Guide and support field technicians with troubleshooting and logistical challenges as needed.
Maintain accurate service request, technician assignment, and job-status records using Service Titan.
Generate reports on response times, job completion rates, customer satisfaction scores, and other key performance metrics.
Analyze data to identify trends, improvement areas, and opportunities to enhance operational efficiency.
Conduct periodic quality checks on completed jobs to ensure they meet company standards and customer expectations.
Address issues or discrepancies promptly with technicians and other stakeholders to resolve problems and prevent recurrence.