HVAC Lead Dispatcher

Position Overview We are seeking an experienced, organized, and proactive HVAC Lead Dispatcher to oversee daily dispatching operations for our residential HVAC service department. This individual will lead the dispatch team, coordinate technician schedules, optimize daily routes, and ensure efficient service delivery while maintaining a high level of customer satisfaction. The ideal candidate has hands-on experience with ServiceTitan , a strong understanding of residential HVAC service operations, and the leadership skills to manage competing priorities, solve problems quickly, and keep the service department running efficiently. Key Responsibilities Manage Daily Dispatching: Oversee the dispatch board, assign calls based on technician skills and availability, optimize routes, and adjust schedules throughout the day. Maintain ServiceTitan Accuracy: Ensure schedules, job assignments, customer information, job notes, and call statuses are accurate and up to date. Lead the Dispatch Team: Establish expectations, train team members, provide daily support, and promote accountability and consistent processes. Support Field Technicians: Communicate schedule changes, monitor job progress, resolve scheduling conflicts, and coordinate follow-ups and additional support as needed. Deliver Excellent Customer Service: Help ensure timely arrivals, proactive customer communication, and effective resolution of scheduling concerns. Improve Department Efficiency: Monitor technician productivity, call completion, schedule utilization, and outstanding service calls. Identify opportunities to reduce downtime, unnecessary drive time, and scheduling inefficiencies. Coordinate with Leadership: Work closely with the Service Manager, General Manager, Office Manager, and field leadership to support department goals and improve operational performance. Plan Ahead: Prepare the next day's schedule, anticipate staffing or scheduling challenges, and ensure technicians have the information needed to complete their calls. Qualifications & Experience Required: Previous dispatching experience in residential HVAC, plumbing, electrical, or a related home services industry. Required: Hands-on experience using ServiceTitan's dispatch board and scheduling functions. Required: Strong understanding of residential HVAC service operations and common service call types. Required: Experience coordinating multiple field technicians in a fast-paced environment. Previous team leadership, supervisory, or lead dispatcher experience preferred. Excellent organizational, communication, and problem-solving skills. Ability to prioritize competing demands and remain calm under pressure. Strong attention to detail and commitment to accurate documentation. Proficiency with scheduling systems, computers, and basic reporting. Performance Expectations Success in this role will be measured by the ability to: Maintain an accurate, organized, and efficient dispatch board. Improve technician utilization, daily call completion, and schedule efficiency. Minimize unnecessary drive time, scheduling gaps, and preventable return trips. Support timely customer arrivals and effective communication. Maintain accurate ServiceTitan records and consistent dispatching procedures. Develop an accountable, well-trained, and productive dispatch team. Contribute to service department revenue, profitability, and customer satisfaction goals. The Ideal Candidate The successful candidate takes ownership of the daily schedule, thinks ahead, communicates professionally, and holds themselves and others accountable. They are solutions-oriented, comfortable making decisions under pressure, and understand that effective dispatching directly impacts technician productivity, customer satisfaction, and company profitability. Our goal is to put the right technician on the right call at the right time, with the information and support needed to deliver exceptional service while maximizing operational efficiency. Expected hours…

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