Dispatch Manager
About the role
Four Seasons Heating, Air Conditioning, Plumbing, Sewer & Electric is a trusted, growing home services company serving the Chicagoland area. We take pride in our reputation for quality workmanship, responsive service, and a customer-first culture. This role is highly visible and high-demand, requiring a strong leader to manage dispatch operations and field service support.
Responsibilities
Directly manage a team of Dispatch Supervisors and field service support personnel
Recruit, train, mentor, and develop dispatch staff to build a high-performing, accountable team
Foster a positive, disciplined culture centered on urgency, ownership, and customer service excellence
Conduct regular coaching sessions, performance reviews, and team meetings
Set clear expectations and hold team members accountable to KPIs and standards
Oversee daily scheduling and dispatching of technicians across HVAC, plumbing, sewer, and electric service lines
Optimize technician routing and scheduling to maximize efficiency, minimize windshield time, and meet customer commitments
Monitor real-time call volume and adjust staffing/scheduling to match demand
Manage extended hours, overflow, and emergency scheduling during high-demand periods (seasonal peaks, storms, emergencies)
Ensure appropriate shift coverage at all times, including stepping in personally when gaps arise
Serve as an escalation point for after-hours calls and urgent dispatch issues
Be responsive and available on weekends as needed to support ongoing operations
Cover additional shifts as business needs require, including early mornings, evenings, and weekends during peak seasons
Maintain a "hands-on" presence — this is not a 9-5, hands-off management role
Monitor daily/weekly dispatch metrics (first-time fix rate, on-time arrival, technician utilization, call-to-schedule ratio, etc.)
Partner with Sales, Operations, and Service Leadership to align dispatch execution with company goals
Identify process gaps and implement improvements to dispatch workflows and procedures
Ensure high levels of customer satisfaction through efficient, accurate, and timely scheduling
Requirements
Minimum 3+ years of experience in a Dispatch Supervisor or Dispatch Manager role within the home services industry (HVAC, plumbing, electrical, or related trades strongly preferred)
Proven experience managing and developing a team of supervisors and/or field support staff
Strong organizational skills with the ability to manage multiple priorities in a fast-paced, high-volume environment
Demonstrated leadership ability — someone who can train, coach, and hold people accountable while building team morale
Comfortable and available for after-hours calls, weekend responsiveness, and flexible/extended shift coverage
Proficiency with dispatch/scheduling software and CRM systems (e.g., ServiceTitan or similar platforms) preferred
Excellent communication skills — calm under pressure, clear with instructions, and customer-focused
A "get it done" mentality — willing to jump in and cover shifts or solve problems hands-on when needed
High school diploma or equivalent required; additional education or certifications in business/operations management a plus
Qualifications
High school diploma or equivalent required; additional education or certifications in business/operations management a plus
Skills
Leadership
Team Management
Scheduling
Customer Service
Communication
Problem Solving
Benefits
Competitive base salary: $65,000 – $85,000/year, based on experience
Bonus opportunities tied to team and operational performance
Opportunity to build and shape a growing team and department
A stable, established company with a strong local reputation
Health benefits, paid time off, and additional company benefits
Collaborative leadership team that values culture, development, and results
Pay
$65,000 – $85,000/year (base) + Bonus Opportunities
Schedule
This is an on-site, in-location position based in Bridgeview, IL. Given the nature of home services dispatch, this role requires: Availability for after-hours phone support as issues arise, Responsiveness on weekends, Willingness to cover additional shifts during high call-volume periods or staffing gaps, Extended hours during peak scheduling/demand seasons (e.g., summer AC season, winter heating emergencies)