Lead Dispatcher

Job Description

Job Description

SUMMARY

The Lead Dispatcher is responsible for overseeing daily dispatch operations and ensuring the efficient coordination of HVAC, Plumbing, and Electrical field team members. This role serves as the primary point of contact for the dispatch team, providing guidance, support, and real-time decision-making to optimize scheduling, maximize technician productivity, and deliver an exceptional customer experience.

In addition to managing dispatch activities, the Lead Dispatcher supports training and development of dispatch team members, monitors operational performance, and serves as a liaison between Dispatch, Customer Service, Service Managers, PEC Managers, and field personnel. This position plays a key role in maintaining workforce efficiency, resolving escalated issues, improving processes, and supporting company growth objectives.

This position is 100% on site at our Kennesaw, GA location,  works 40 hours per week and requires flexibility to work evenings and weekends on a rotating schedule.  

ESSENTIAL FUNCTIONS

Leadership & Operational Oversight

• Serves as the day-to-day lead for the dispatch team, providing operational guidance, coaching, and decision-making support; acts on behalf of the Dispatch Manager during their absence.
• Leads daily dispatch huddles and facilitates communication between Dispatch, Customer Service, Service Managers, PEC Managers, and field personnel to ensure alignment on priorities and service delivery.
• Conducts routine audits of dispatch activities, schedules, and workflows to ensure accuracy, consistency, and compliance with company processes.
• Monitors workforce capacity, scheduling trends, and service demand to proactively identify staffing gaps, resource constraints, and operational needs.
• Reviews dispatch performance metrics and recommends process improvements to enhance technician utilization, route efficiency, scheduling effectiveness, and customer satisfaction.
• Assists with onboarding and training new dispatch team members and promotes adherence to department standards and best practices.

Dispatch Operations

• Plans, dispatches, and continuously optimizes technician schedules and routes to maximize productivity, minimize drive time, and support revenue goals.
• Monitors same-day opportunities, cancellations, emergency calls, and schedule gaps while coordinating return visits, quoted work, maintenance appointments, and priority service requests.
• Maintains and optimizes scheduling platforms, including ServiceTitan and Dispatch Pro, ensuring accurate capacity planning, scheduling efficiency, and technician productivity.
• Updates dispatch boards and scheduling engines to maintain accurate technician availability and operational reporting.
• Serves as the primary liaison between field personnel, Customer Service, Operations, and Management, resolving scheduling issues and escalated concerns in real time.
• Coordinates the transfer of equipment, materials, and supplies between office, warehouse, and field personnel as needed.

Field Team, Customer & Contractor Support

• Provides real-time support to HVAC Technicians, Plumbers, Electricians, and Independent Contractors regarding scheduling, job assignments, customer concerns, equipment needs, and operational issues.
• Manages escalated customer concerns and partners with management to resolve service issues and NPS feedback.
• Coordinates directly with Independent Contractors to dispatch work, establish routes, and communicate service details through ServiceTitan.
• Maintains professional communication with customers, vendors, and internal departments to ensure an exceptional customer experience.

Administrative & Financial Responsibilities

• Reviews, edits, and finalizes invoices in real time to ensure accuracy, proper coding, and timely completion.
• Collects payments as required and conducts daily invoice audits to ensure all completed calls are properly invoiced and closed out.
• Analyzes dispatch, scheduling, and operational data to identify trends and improvement opportunities.
• Assists leadership with reporting and performance tracking as needed.

Additional Responsibilities

• Supports company growth initiatives by promoting maintenance agreements, generator rentals, and other company service offerings.
• Performs other duties and special projects as assigned.

QUALIFICATIONS

• High School Diploma or GED required. 
• Minimum of 3-5 years of dispatch experience in a service-related industry required. 
• Previous experience as a Lead Dispatcher, Senior Dispatcher, Team Lead, or similar leadership role preferred. 
• Strong leadership, coaching, and problem-solving skills. 
• Excellent organizational, administrative, and communication skills. 
• Ability to thrive in a fast-paced environment with frequent interruptions and changing priorities. 
• Strong geographic knowledge of service areas and route optimization principles. 
• Proficiency with Microsoft Office, including Excel and Word. 
• Experience with ServiceTitan required; Dispatch Pro experience preferred. 
• Strong analytical and data interpretation skills. 
• Excellent customer service and conflict-resolution abilities. 
• Positive, solution-oriented mindset with a strong sense of urgency. 
• Dependable, self-motivated, and driven to achieve results.

Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).

Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.