Dispatch Supervisor

Michael & Son Services•Richmond, VA

About The Position

Michael & Son Services is seeking a motivated Dispatch Supervisor to support residential dispatch operations for HVAC, electrical, and plumbing services. The role assists the Dispatch Manager with daily operations and helps lead a high-performing team focused on efficiency, teamwork, and excellent customer experiences. The supervisor supports staff development, scheduling effectiveness, process improvement, and operational performance, and serves as a resource when the Dispatch Manager is unavailable.

Requirements

At least 2 years of experience in dispatch, customer service, call center operations, or a related field.
Strong organizational skills and 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 and understanding of scheduling, booking rates, and revenue opportunities.
Strong attention to detail and ability to remain calm under pressure.
Willingness to learn, take initiative, and grow into a larger leadership role.

Nice To Haves

Experience in residential HVAC, electrical, or plumbing is strongly preferred.
Previous leadership, supervisory, or team-lead experience.
Familiarity with dispatch software, CRM systems, and scheduling platforms.

Responsibilities

Assist the Dispatch Manager with daily dispatch operations, ensuring efficient scheduling and timely service delivery.
Support, coach, and mentor dispatch staff to promote teamwork, accountability, and strong performance.
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 increase revenue while maintaining customer and employee satisfaction.
Monitor dispatch performance metrics and assist management in 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.
Resolve customer and technician scheduling issues quickly and professionally.