What are the responsibilities and job description for the Dispatch Supervisor position at Roscoe Brown Inc?
Dispatch Supervisor
We are HIRING NOW for a Dispatch Supervisor in our Murfreesboro, TN Office Location.
Summary: Provide leadership to RBI’s team of Dispatchers. Serve as a communication channel between Dispatchers, Call Center, and all other department managers. Oversee the day-to-day operation of the Dispatch Team, coordinating the scheduling of service technicians to customer calls, ensuring efficient workflow, maintaining excellent customer service, and managing technician availability while optimizing routes to maximize productivity and profitability within company guidelines.
General Duties and Responsibilities – (included, but not limited to):
- Lead and motivate the dispatch team, providing training in dispatch procedures, customer service standards, and efficient use of dispatching software.
- Work closely with Call Center Leadership to ensure that each customer needs are handled in an efficient manner.
- Manage the schedule and needs of every technician in the field.
- Ensure that the results of each service call are recorded to create report summaries for senior leadership.
- Professional behavior that establishes customer rapport, encouraging repeat business
- Respond to customer requests, resolve issues, and promote the brand.
- Reconcile hours worked vs hours charged per technician on a weekly basis.
- Monitor daily time-card processes including submittal and review for potential overtime for technicians.
- Input data and maintain active logs to track the number of calls, activities, and other relevant information.
- Communication Liaison between the Dispatch Team and other department managers.
- Identify and implement strategies to enhance dispatch efficiency, minimize downtime, and improve overall service quality.
- May work overtime.
- Other duties as assigned by leadership.
- Strong verbal and written communication skills to interact with customers, technicians, and internal teams.
- Basic understanding of HVAC & Plumbing systems, terminology, and common repair issues to accurately assess customer needs.
- An ability to prioritize tasks, manage multiple calls simultaneously, and maintain a high level of accuracy in scheduling and documentation.
- Dispatch Experience: Proven experience in dispatching, scheduling, or coordinating in a service-related industry.
- Proficient in Microsoft office products.
- Experience in supervising a team, providing coaching and feedback is desired.
All candidates are required to undergo a pre-employment background check, drug screening and must have a valid driver’s license.
If you have questions our recruiter can be contacted at hr@roscoebrown.com.
Our office is located at 959 North Thompson Lane in Murfreesboro, TN.
