Dispatch Service Manager

Intermountain Home Services LLC•South Salt Lake, UT

4d•$60,000 - $70,000•Onsite

About The Position

As the Dispatch Manager, your mission is to build, lead, and develop a high-performing dispatch team that delivers exceptional customer service, maximizes technician productivity, and drives company revenue. Through proactive management of the dispatch board, strategic scheduling, and effective team leadership, you will ensure the right technician is assigned to the right call at the right time. Success in this role requires strong coordination, collaboration, communication, and a relentless focus on customer satisfaction, operational efficiency, and daily revenue goals. SameDay Heating, Air, Plumbing & Electrical is seeking a highly skilled and experienced Dispatch Manager with a strong background in the home services industry. This role is responsible for leading the dispatch department and coordinating a high volume of service and sales opportunities across HVAC, Plumbing, and Electrical divisions. The ideal candidate is an organized, results-driven leader who understands how to optimize scheduling, improve technician efficiency, support customer satisfaction, and help the company achieve its revenue and profitability goals. If you thrive in a fast-paced environment and enjoy leading teams while driving operational excellence, this is an outstanding career opportunity.

Requirements

3–5 years of managing dispatching and customer service experience, preferably in the home services industry.
Previous experience dispatching HVAC, Plumbing, Electrical, or related service technicians strongly preferred.
Proven leadership experience managing a team of five or more direct reports.
Experience handling customer escalations and service recovery situations.
Strong organizational, communication, and problem-solving skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Proficiency with dispatching, scheduling, and field service management software.
Valid driver's license.
Ability to pass a background check and drug screening.

Responsibilities

Foster a positive, energetic, and success-driven work environment where wins are celebrated and team members are motivated to perform at their highest level.
Assist the Service Operations Manager in developing annual business plans, budgets, and departmental goals.
Support the development and maintenance of training programs for all dispatch personnel.
Assist in maintaining dispatch procedures, system documentation, and operational processes.
Continuously evaluate department performance and implement improvements to increase efficiency and customer satisfaction.
Lead, coach, and develop all dispatch personnel, including evening and weekend dispatchers.
Conduct regular one-on-one development meetings with team members.
Provide ongoing training and performance coaching.
Assist with recruiting, hiring, onboarding, and, when necessary, disciplinary actions and terminations.
Monitor dispatcher performance and review recorded calls for quality assurance and coaching opportunities.
Maintain dispatcher schedules and ensure adequate staffing coverage at all times.
Oversee all aspects of the dispatch process, including: Scheduling and call management, Assigning calls based on technician skill set, certifications, and geographic efficiency, Monitoring technician status throughout the day, Minimizing technician downtime and nonproductive wait periods, Providing customers with timely updates and appointment confirmations, Conducting technician debriefs following service calls, Ensuring customer follow-up and satisfaction calls are completed, Keeping Field Service Managers informed of overall board status and operational challenges.
Assign and track work orders from creation through completion.
Ensure all dispatching processes are followed accurately and consistently.
Monitor and maintain field documentation, forms, equipment requests, and marketing materials used by technicians.
Handle escalated customer concerns professionally and efficiently.
Resolve customer service issues in accordance with the company's commitment to 100% customer satisfaction.
Ensure customers are consistently informed of appointment status and scheduling updates.
Train dispatchers on customer communication standards and best practices.
Train dispatchers on company software platforms and operating systems.
Ensure adherence to dispatching procedures, callback processes, and warranty protocols.
Maintain accurate reporting and data entry standards.
Verify that all sold items, labor, notes, equipment information, and required documentation are properly completed before technicians are dispatched to their next call.