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Dispatch Manager
Dispatch ManagerLen The Plumber • Halethorpe, MD, US
Dispatch Manager

Dispatch Manager

Len The Plumber • Halethorpe, MD, US
1 day ago
Job type
  • Full-time
Job description

Dispatch Manager

Location : Halethorpe, MD Work Type : Full-Time, Exempt Schedule : MondayFriday (days); evenings / weekends as needed for coverage Compensation : $80,000 + Bonus potential

At Len The Plumber, we combine top-tier residential plumbing expertise with a people-first culture. Expect great teammates, the right tools, and support to deliver exceptional servicefrom routine repairs to full replacementswhile building a rewarding career.

Why Join Our Team

  • Competitive pay (commensurate with experience)
  • Standard benefits for full-time employees (Medical, Dental, Vision, 401(k) match, PTO, holidays, STD / LTD, Life, EAP)
  • Career growth in a fast-paced, service-driven environment

What You'll Do

  • Lead, coach, and develop the dispatch team; hire, train, and conduct performance reviews / 1 : 1s
  • Optimize dispatch coverage across HVAC, plumbing, and electrical to meet daily demand and KPIs
  • Maximize lead opportunities and technician productivity to drive revenue and customer satisfaction
  • Create, update, and deliver dispatcher training (new hire & ongoing); maintain best-practice playbooks
  • Ensure effective technician routing / coordination to reduce drive time and increase opportunity capture
  • Manage dispatch board setup in the CRM and any external dispatching software (e.g., board rules, skills, zones)
  • Partner with Service / Branch leadership on process improvements and issue prevention
  • Verify invoices timely; oversee batching in line with accounting expectations
  • Run weekly team huddles; track results and share best practices
  • Resolve escalated customer issues promptly and professionally
  • Model and enforce company Code of Ethics, team rules, and safety policies
  • Other duties as assigned

    • What You'll Bring (Required)

  • High school diploma (or equivalent) and valid driver's license
  • 3+ years of leadership and / or service industry experience (dispatch, service operations, or call center)
  • Proven results in team development, sales / operations support, and customer service
  • Intermediate proficiency with Microsoft Office (Excel, PowerPoint, Outlook)
  • Strong communication, organization, and follow-through; holds teams accountable to outcomes
  • Basic understanding of accounting / finance as it relates to service operations
  • Willingness to work extended hours, weekends, and holidays as needed

    • Nice to Have (Preferred)

  • Experience in the trades (HVAC, plumbing, electrical)
  • Experience with ServiceTitan (dispatch board configuration, skills / regions, capacity planning)
  • Working Conditions & Physical Requirements
  • Professional office environment; ability to sit for extended periods
  • Ability to lift up to 25 lbs
  • Travel 2550% by car / air for training or meetings (as business needs require)

    • EOE

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    Dispatch Manager • Halethorpe, MD, US