Dispatch Service Representative Lead – Naples Position Available In Collier, Florida

Dispatch Service Representative Lead

• Naples Plumbing Nerds
• 3.6 Naples, FL Job Details $60,000
• $90,000 a year 7 hours ago Benefits Paid training Paid holidays Dental insurance Paid time off Vision insurance Qualifications Logistics Mid-level Dispatching Supervising experience Salesforce Field Service 4 years Communication skills Full Job Description 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.

Position overview:

As the Dispatch Service Representative Lead, you’ll be responsible for managing day-to-day dispatch operations, mentoring DSRs, handling escalations, and ensuring timely and accurate coordination of field service requests. You’ll be the go-to person for keeping the team on track, maintaining service excellence, and helping improve processes where needed and will be responsible for not only overseeing daily operations but also for fostering a culture of accountability, continuous improvement, and collaboration. This is an ideal opportunity for a proactive, people-first leader who thrives in a fast-paced environment and enjoys solving operational challenges.

Expectations:

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

Must-Haves:

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 Nerdy Perks:

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