Dispatch Manager

Hamilton Plumbing, Heating, A/C, Rooter•Overland Park, KS

9d•$60,000 - $80,000

About The Position

Hamilton Plumbing, Heating, A/C, Rooter is seeking an experienced Dispatch Manager to manage daily dispatching and coordinator team operations and support high customer satisfaction. The role ensures the department provides strong service to field operations, enters service orders accurately and on time, resolves reported problems promptly, and implements quality-assurance measures. Consumer services experience in HVAC, plumbing, utilities, or a similar industry is preferred. The Dispatch Manager oversees daily call center operations, staffing, scheduling, workflow, team performance, and service delivery. The position also works with branch and line managers to improve communication and processes, manages customer escalations and outbound programs, and monitors performance metrics and conversion opportunities. The role is based in Overland Park, Kansas, is full-time and year-round, and pays $60,000–$80,000 per year. A flexible schedule seven days a week is required.

Requirements

At least 3 years of experience as a Dispatch Manager or in a similar supervisory position.
Computer literacy and knowledge of Microsoft Office products.
Strong communication, leadership, and interpersonal skills.
Ability to work under pressure.
Availability for a flexible schedule seven days a week.
Related education and/or training, or an equivalent combination of education and experience, may be substituted.

Nice To Haves

Industry experience in HVAC, plumbing, or utilities.

Responsibilities

Oversee the Dispatch and Lead Coordinator teams, including hiring, termination, discipline, scheduling, prioritization, staff meetings, counseling, training, performance evaluation, and work assignments.
Identify and implement continuous improvement initiatives by analyzing and enhancing customer service systems and processes.
Oversee daily call center operations to ensure efficient scheduling and workflow.
Monitor team performance and coach employees to improve productivity and customer experience.
Handle escalated customer concerns and resolve light customer care issues professionally and promptly.
Partner with branch leadership to improve communication, processes, and service delivery.
Ensure proper staffing, scheduling, and coverage throughout business hours.
Track and report key performance metrics and identify opportunities for improvement.
Work closely with line managers to ensure consistent communication of service information and appointments.
Manage outbound programs to better market to the existing customer base.
Oversee the Job Opportunity pipeline and call compliance to maximize conversion and revenue opportunities.
May maintain warranty and maintenance contract information and files.
Foster a positive, accountable, and team-oriented work environment.