Scheduling & Dispatch Team Lead

Minimum Experience:

2 Years in Dispatching and Scheduling

Education:

College Degree Preferred

Required Skills:

Dispatching, Scheduling, Leadership, Strong customer service skills

• Positive Attitude:
  Bring a solutions-focused mindset and a can-do approach to each day. Set the tone for the team by maintaining a respectful, professional, and optimistic demeanor.
• Schedule Board Ownership:
  Own the schedule board – scheduled estimates and inspections for maximum efficiency, minimize drive time, and keep the right person in the right place at the right time.
• Cancellations & Route Optimization:
  Manage cancellations and reschedules proactively. Backfill open slots quickly, re-route the day to keep it tight, and reduce windshield time so we get more done with fewer miles.
• Weather & Schedule Disruptions:
  When weather or last-minute changes throw off the day, re-sequence estimators, adjust the board, and keep homeowners clearly informed so the schedule stays on track.
• Follow-Up Speed & Call Quality:
  Own our response times. Track and drive how fast the team follows up on leads and inquiries, monitor call times and call quality, and hold the team to fast, consistent, professional follow-up.
• Team
  
  Coaching:
  
  Mentor customer service reps on how to communicate with homeowners – tone, empathy, professionalism, and problem-solving. Lead by example and give real-time feedback to help each rep grow.
• Lead
  
  Qualification:
  
  Ask the right questions to qualify and disqualify incoming leads so the sales team spends its time on the right opportunities.
• Customer Communication:
  Support the team as a point of contact for homeowners
  -setting expectations, providing updates, and handling concerns promptly and professionally.
• Professionalism:
  Uphold the company’s reputation through respectful, professional interactions with homeowners, crews, and internal teams.

Newman Roofing is seeking a reliable and organized Scheduling & Dispatch Team Lead to oversee the daily scheduling and customer service operation for our residential roofing projects. This role requires someone who takes ownership, delivers excellent customer service, communicates clearly, and solves problems efficiently. The ideal candidate will be detail-oriented, strategic, calm under pressure, and able to lead and coach a team while keeping a fast-moving day organized.

This is a full‑time, in‑person role based out of our Sunbury, OH office. The Scheduling & Dispatch Team Lead owns the schedule board – sequencing estimates and inspections across Central Ohio – and leads the customer service team that keeps homeowners informed and cared for from first call to final visit. This role is the calm, organized center that keeps a busy day moving and every homeowner feeling taken care of.

• Experience:
  
  2+ years in scheduling, dispatch, and customer service required. Prior leadership or mentoring experience is a strong plus, but not required for candidates with strong leadership and communication skills.
• Customer Service in the residential home services space is highly preferred.
• Leadership:
  Ability to lead, coach, and motivate a team, manage a busy schedule, and solve problems independently. Strong organizational skills required.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills to interact effectively with homeowners, crews, and internal teams.
• Detail-Oriented:
  Extreme attention to detail and accuracy, with the ability to stay organized when priorities shift.
• Technology:
  Strong technology skills; experience with CRM/dispatch software (we use Microsoft Dynamics 365 Field Service) and Microsoft Office is a plus. Willingness to learn our systems is essential.
• Background Check:
  All candidates must successfully pass a background check as part of the hiring process.

Built to protect, designed to impress—Newman Roofing has you covered.