Job Information
Service Champions Dispatch Supervisor in Brea, California
The HVAC/Plumbing Dispatch Supervisor oversees the dispatch team, ensuring efficient and effective scheduling HVAC and plumbing technicians for maintenance, repair, and sales. This role is responsible for ensuring dispatchers are optimizing technician routes, managing dispatch performance, and maintaining a high level of customer satisfaction by coordinating prompt and professional service.
Key Responsibilities
Team Leadership:
Lead, manage & motivate a team of HVAC and plumbing dispatchers, setting goals and conducting performance evaluations.
Lead regular team meetings to communicate updates and foster collaboration.
Dispatch Operations:
Oversee daily scheduling and routing of service calls for efficiency.
Monitor and adjust dispatch assignments as needed, coordinating with Customer Service and other departments for seamless operations.
Performance Monitoring:
Track and analyze metrics like response times and customer satisfaction.
Prepare performance reports, identify improvement areas, and manage attendance records in line with company policies.
Customer Service:
Ensure high-quality customer service by managing inquiries, resolving conflicts, and handling emergency requests effectively.
Technology and Process Improvement:
Use dispatch software to enhance operations and explore process improvements.
Stay informed about industry trends and advancements in dispatch tools.
Compliance and Safety:
Ensure dispatch activities adhere to company policies and safety regulations.
Train team on compliance and monitor safety protocol adherence.
Qualifications
High school diploma or equivalent; Bachelor’s degree in Business, Operations Management, or related field preferred.
Minimum of 3-5 years of experience in HVAC/plumbing dispatching, with at least 2 years in a supervisory or leadership role.
Strong knowledge of HVAC and plumbing services, dispatching software, and routing optimization.
Excellent communication, leadership, and organizational skills.
Ability to handle high-pressure situations and make quick, effective decisions.
Proficiency in using Microsoft Office Suite and dispatch management software.
Skills
Strong problem-solving and decision-making abilities.
Excellent time management skills with the ability to prioritize and multitask.
Effective team-building and conflict resolution skills.
High level of attention to detail and accuracy.
Customer-focused mindset with a commitment to providing exceptional service.
Benefits
Medical, Dental, Vision Coverage
401K with Company Match
Company Paid Life Insurance
Paid Vacation
Paid Holidays
Work Conditions
Regularly required to sit; use hands to handle or feel and type
Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolve issues
Frequently required to reach with hands and arms
Occasionally required to stand; walk and stoop, kneel, crouch, or crawl
May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus
Service Champions is a #1 Industry Leader in Plumbing, Heating and Air Conditioning. We are driven by our 7 Core Values: Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability, as well as our “Good Deeds for Free" brand promise. As the largest residential service provider in California, we guarantee 100% satisfaction to every client, during every interaction with our Happy Money Guarantee for a true 5-Star experience.
Service Champions is an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws. Additionally, we will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the California Fair Chance Act and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.