Lead Dispatcher

PV Heating, Cooling, & Plumbing•Atlanta, GA

85d•$20 - $28•Onsite

About The Position

PV Heating, Cooling & Plumbing is seeking an experienced and detail-oriented Lead Dispatcher to oversee daily dispatch operations and support our dispatch team. In this role, you’ll take ownership of the dispatch board, optimize technician schedules, support revenue goals, resolve operational challenges, and ensure technicians and customers have the information they need for a successful service experience. The ideal candidate is a confident leader who can make quick decisions, proactively solve problems, and maintain a high level of accountability in a fast-paced environment.

Requirements

Previous experience in dispatching, scheduling, logistics, or customer service; HVAC, plumbing, or home services preferred.
Previous leadership or team-lead experience preferred.
Strong knowledge of dispatching, scheduling, and route optimization.
ServiceTitan experience preferred.
Strong organizational, communication, multitasking, and problem-solving skills.
Ability to make decisions quickly and remain calm in a fast-paced environment.
Ability to coach, support, and hold team members accountable.

Responsibilities

Own the Dispatch Board: Take ownership of daily dispatch operations, strategically prioritizing calls based on urgency, technician availability, customer needs, and revenue opportunities.
Lead & Support the Dispatch Team: Lead by example, provide support and guidance to dispatchers, and ensure established procedures and expectations are consistently followed.
Manage Technician Operations: Maintain awareness of technician locations, schedules, job status, and needs while proactively addressing delays, scheduling conflicts, and operational issues.
Drive Efficiency & Revenue: Optimize technician schedules and routes to maximize productivity, minimize downtime, and support daily department revenue goals.
Ensure Accurate Communication: Provide technicians with complete and accurate job information and keep customers informed of technician status, delays, schedule changes, and updated arrival times.
Resolve Issues: Serve as an escalation point for customer concerns, technician issues, scheduling challenges, and other operational needs.
Maintain ServiceTitan Accuracy: Ensure customer and job information is accurate and complete, including job notes, materials, equipment, costs, tasks, and required documentation.
Manage Follow-Ups: Identify callbacks, unfinished work, follow-up opportunities, and customer concerns and ensure they are properly documented and scheduled.
Cross-Department Communication: Maintain clear communication with Service Managers, technicians, CSRs, and other departments to ensure issues are addressed quickly and information is communicated accurately.
Proactive Problem Solving: Anticipate potential issues before they become larger problems and take appropriate action to keep daily operations running efficiently.