We are seeking an experienced and customer-focused Customer Service & Dispatch Manager to join our growing HVAC and Plumbing team. This leadership role is responsible for overseeing the daily operations of our customer service and dispatch departments, ensuring service requests are scheduled efficiently and technicians are deployed effectively to maximize productivity and customer satisfaction.
The ideal candidate is a strong leader who thrives in a fast-paced environment, excels at problem-solving, and is passionate about delivering an outstanding customer experience. This individual will lead by example, fostering a culture of collaboration, accountability, and operational excellence while driving continuous process improvements that support business growth.
Key Responsibilities Leadership & Team Development
- Lead, coach, and develop customer service representatives and dispatch personnel.
- Establish performance expectations and provide ongoing feedback, training, and development opportunities.
- Foster a positive, team-oriented culture focused on accountability, communication, and customer satisfaction.
- Conduct regular team meetings and performance reviews.
Dispatch & Scheduling Management
- Oversee daily scheduling and dispatch operations for HVAC and Plumbing service technicians.
- Optimize technician routes, workloads, and schedules to maximize efficiency and responsiveness.
- Monitor service capacity and make real-time adjustments to ensure customer commitments are met.
- Coordinate emergency and priority service requests effectively.
Customer Service Excellence
- Ensure customers receive professional, timely, and courteous service throughout every interaction.
- Resolve complex customer concerns and service-related issues with urgency and professionalism.
- Monitor customer feedback and implement strategies to improve the overall customer experience.
- Maintain high service standards and support customer retention initiatives.
Operational Performance
- Track and analyze key performance indicators (KPIs), including call volume, response times, schedule efficiency, technician utilization, and customer satisfaction metrics.
- Identify opportunities to improve workflows, processes, and departmental performance.
- Collaborate with service managers and field technicians to streamline communication and operational effectiveness.
- Support revenue growth through effective scheduling, capacity planning, and operational oversight.
Administrative Responsibilities
- Manage dispatch software and customer management systems.
- Ensure accurate documentation of service calls, appointments, customer communications, and technician assignments.
- Prepare reports and present operational metrics to leadership.
- Maintain compliance with company policies and procedures.
Qualifications
- 3+ years of leadership experience in dispatch, customer service, service operations, or a related field.
- Experience in HVAC, plumbing, home services, construction, or a similar service industry preferred.
- Strong understanding of scheduling, routing, and dispatch operations.
- Proven ability to lead and motivate teams in a fast-paced environment.
- Excellent communication, conflict resolution, and customer service skills.
- Strong organizational and multitasking abilities.
- Proficiency with dispatch, scheduling, CRM, and customer service software.
- Data-driven mindset with experience tracking and improving performance metrics.
- High level of professionalism, accountability, and attention to detail.
PAY TRANSPARENCY:
The starting salary for this opportunity ranges from $75k-$85k. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility.
We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rate based on location and experience.
We are an Equal Opportunity Employer. We provide equal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability.
Pay: $75,000.00 - $85,000.00 per year
Application Question(s):
- Do you have experience with service titan, house call pro, etc.?
If not what platforms have you used?
- Do you have experience managing dispatch operations for multiple technicians or service territories?
- Do you have knowledge of HVAC and plumbing service workflows?
Language:
Work Location: In person
