What are the responsibilities and job description for the Dispatch Service Representative Lead - Naples position at Plumbing Nerds?
Dispatch Service Representative Lead – Naples, FL
At Plumbing, Cooling and Electrical Nerds, we’re dedicated to delivering top-tier service for our customers. As we continue to grow, we’re looking for a highly organized and experienced DSR Lead to oversee and support our dispatch team, ensuring operations run smoothly and efficiently.
Provide day-to-day guidance, support, and supervision to a team of Dispatch Service Representatives
Serve as the first point of contact for questions, challenges, or escalations from team members
Conduct regular team check-ins and 1:1s to provide coaching, feedback, and development plans
Set clear performance expectations and ensure adherence to service protocols and standards
Monitor team KPIs and individual performance, identifying areas for growth and training
Assist with scheduling and workforce planning to ensure adequate coverage and workload balance
Lead by example in attitude, professionalism, and service-minded thinking
Ensure timely and accurate assignment of jobs, technician dispatching, and service updates
Troubleshoot and resolve scheduling conflicts, last-minute changes, and customer escalations
Collaborate closely with field supervisors, technicians, and customer service to maintain operational flow
Identify bottlenecks or inefficiencies and implement improvements in real-time and long-term processes
Maintain oversight of dispatch software accuracy, workflows, and system data integrity
4 years of dispatching, service coordination, or logistics experience, with 1 years in a supervisory or lead role
Proven ability to lead and motivate high-performing teams in fast-paced, service-driven environments
Strong organizational, communication, and problem-solving skills
Comfort using and training others on dispatch or CRM platforms (e.g., ServiceTitan, Salesforce Field Service, etc.)
Able to stay calm and decisive under pressure, particularly when managing multiple moving parts
Flexible availability for occasional shifts, weekends, or after-hours coverage as needed
Experience with ServieTitan
Competitive compensation
Health, dental, vision, and 401(k) options
Paid time off and company holidays
Paid coaching and training weekly
A positive, team-oriented culture where leadership is earned and recognized
- Plumbing, Cooling & Electrical Nerds is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.
- All candidates are required to undergo a pre-employment drug screen and employment background check
