Job Description
Job Description
Dispatch Manager — Len The Plumber
Location : Halethorpe, MD
Work Type : Full-Time, Exempt
Schedule : Monday–Friday (days); evenings / weekends as needed for coverage
Compensation : $80,000 + Bonus potential
About Us
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 service—from routine repairs to full replacements—while 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 : 1sOptimize dispatch coverage across HVAC, plumbing, and electrical to meet daily demand and KPIsMaximize lead opportunities and technician productivity to drive revenue and customer satisfactionCreate, update, and deliver dispatcher training (new hire & ongoing); maintain best-practice playbooksEnsure effective technician routing / coordination to reduce drive time and increase opportunity captureManage 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 preventionVerify invoices timely; oversee batching in line with accounting expectationsRun weekly team huddles; track results and share best practicesResolve escalated customer issues promptly and professionallyModel and enforce company Code of Ethics, team rules, and safety policiesOther duties as assignedWhat You’ll Bring (Required)
High school diploma (or equivalent) and valid driver’s license3+ years of leadership and / or service industry experience (dispatch, service operations, or call center)Proven results in team development, sales / operations support, and customer serviceIntermediate proficiency with Microsoft Office (Excel, PowerPoint, Outlook)Strong communication, organization, and follow-through; holds teams accountable to outcomesBasic understanding of accounting / finance as it relates to service operationsWillingness to work extended hours, weekends, and holidays as neededNice to Have (Preferred)
Experience in the trades (HVAC, plumbing, electrical)Experience with ServiceTitan (dispatch board configuration, skills / regions, capacity planning)Working Conditions & Physical RequirementsProfessional office environment; ability to sit for extended periodsAbility to lift up to 25 lbsTravel 25–50% by car / air for training or meetings (as business needs require)EOE