Dispatch Manager

Description

About Us:

South West Plumbing, Heating, Air, and Electric is a fast-paced, high-growth home services company providing exceptional customer service and operational excellence. Our dispatch team is the heartbeat of our operations, ensuring that every customer interaction is handled with care, efficiency, and a focus on driving results. We are seeking a strong, detail-oriented, and charismatic Dispatch Manager to lead our dispatch team and optimize our daily operations.

Position Overview:

The Dispatch Manager is a key leadership role, overseeing a team of ~10 dispatchers across a 7-day operation. This role ensures that our dispatch operations run seamlessly from sun-up to sun-down, prioritizing customer satisfaction, operational efficiency, and revenue growth. The Dispatch Manager must be a strong player-coach, leading by example in customer engagement and best practices.

Success in this role requires exceptional attention to detail, strong deductive reasoning skills, and the ability to make quick, sound decisions that benefit customers, technicians, and the company alike. This leader must also be highly computer proficient and capable of navigating multiple platforms efficiently.

The Dispatch Manager serves as a critical link between the dispatch team and Service Managers, ensuring alignment, support, and the right amount of challenge to keep operations moving forward towards daily company revenue goals.

Why Join Us?

• Lead a high-impact team in a growing, fast-paced company.
• Be a key player in ensuring exceptional customer service and operational efficiency.
• Work closely with leadership to drive real-time improvements and business success.
• Competitive salary and career growth opportunities.

Benefits and other:

• Competitive compensation: $78,000 - $85,000 base salary + Monthly bonus
• Weekly pay: Every Friday.
• Start earning PTO immediately.
• Great medical benefits, including dental, vision and life insurance.
• Generous 401K Company match.
• 6 Paid holidays.
• On-going technical and sales development training from the best in the business.
• Gain a family! We do a lot more than just work together. You will come to love our company outings; casual office environment and you will build life-long friendships.

Key Responsibilities:

Dispatch Leadership & Operations Management

• Manage a high-energy dispatch team supporting full week operations.
• Maintain real-time awareness of field operations to optimize technician efficiency.
• Lead daily huddles to align dispatchers, set goals, and address operational challenges.
• Ensure compliance with company policies, procedures, and service standards.
• Customer Service & Engagement
• Engage directly with customers, modeling best-in-class customer service.
• Handle escalations and complex scheduling challenges, ensuring a positive customer experience.
• Train and mentor dispatchers on customer engagement techniques.
• Monitor customer interactions to ensure a high level of service and professionalism.

Performance Monitoring & Continuous Improvement

• Track and analyze key performance indicators (KPIs), including:
• Revenue produced
• Opportunities ran
• Reschedule & cancellation rate
• Calls per day per dispatcher
• Customer reputation scores
• Provide weekly performance reports and insights to leadership.
• Implement process improvements to enhance efficiency and service delivery.

Collaboration & Alignment with Service Managers

• Work closely with Service Managers, maintaining alignment on goals and priorities.
• Support field operations by ensuring dispatchers provide accurate job details and updates.
• Maintain open communication between dispatch, service, and field teams.

Requirements

• Proven leadership experience in dispatch, customer service, or operations.
• 5+ years of experience in a service-based or B2C industry (home services preferred).
• Strong computer proficiency, including dispatching software, CRM tools, and scheduling platforms.
• Ability to analyze data, solve problems quickly, and make strategic decisions.
• Charismatic, detail-oriented, and highly organized.
• Strong ability to coach, mentor, and lead by example.
• Ability to thrive in a high-paced, growing business with demanding operational needs.

South West Plumbing is an equal opportunity employer. All applicants will be considered without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, veteran status, physical or mental disability, marital status, and other protected groups or activities, in compliance with all applicable federal and state laws.