Call Center & Dispatch Manager
Job Type: Full-Time
Location: San Francisco, CA
Work Setting: On-Site
Schedule: 7:00am-3:30pm Monday–Friday, with flexibility based on business needs
Industry: Residential Plumbing, HVAC & Drain Services
Lead the Team. Improve the Operation. Help Us Grow.
Magic Plumbing, Heating & Cooling has served San Francisco and the Bay Area for more than 40 years. As we continue to grow, we're looking for an experienced Call Center & Dispatch Manager to lead our Customer Service and Dispatch team and strengthen the day-to-day operation behind our plumbing, HVAC, and drain service business.
This is a hands-on leadership role for someone who knows the residential home-services industry, understands ServiceTitan, and can lead people while improving processes, performance, and accountability.
You'll oversee a team of approximately 4–8 CSRs and Dispatch professionals and play a key role in creating an exceptional customer experience while maximizing technician productivity and operational efficiency.
What You'll Do
- Lead, coach, and develop the Customer Service and Dispatch team.
- Manage daily call center and dispatch operations, including scheduling, routing, and technician capacity.
- Own and optimize the ServiceTitan dispatch board.
- Monitor inbound and outbound call activity, booking performance, cancellations, call quality, and other key KPIs.
- Coach CSRs on booking calls, objection handling, outbound appointment setting, and customer retention.
- Conduct daily huddles, one-on-one coaching, team meetings, and performance discussions.
- Improve workflows, processes, SOPs, and accountability across the department.
- Ensure technicians are scheduled and dispatched efficiently based on location, skill set, priority, and availability.
- Support hiring, onboarding, training, and development of office team members.
- Resolve escalated customer concerns and maintain a high standard of customer service.
- Partner with company leadership to identify operational challenges and implement scalable solutions.
What We're Looking For
Required:
- 3+ years of leadership experience in residential HVAC, plumbing, electrical, or another home-service business.
- Previous leadership experience in call center, dispatch, customer service, or service operations.
- Hands-on ServiceTitan experience, including scheduling and/or dispatching.
- Experience managing and coaching employees against measurable KPIs.
- Strong understanding of dispatch operations and technician scheduling.
- Experience with inbound and outbound customer-service operations.
- Strong leadership, communication, organization, and conflict-resolution skills.
- Ability to hold employees accountable while maintaining a positive team culture.
- Comfortable working in a fast-paced, high-volume service environment.
- Able to work on-site in San Francisco.
Preferred:
- Experience managing both CSR and Dispatch teams.
- Experience improving processes or building structure within a growing home-service company.
- Bilingual English/Spanish.
- Knowledge of the San Francisco/Bay Area service territory.
Who Will Succeed Here?
We're looking for a leader who is hands-on, organized, resilient, and solutions-focused. You don't wait for someone else to fix a problem—you identify it, create a solution, and follow through.
You'll be successful here if you enjoy developing people, creating structure, improving processes, using data to drive performance, and helping a growing company build a stronger operation.
Benefits
- Medical Insurance
- Dental Insurance
- 401(k) with Company Match
- Paid Time Off
- Paid Holidays
- Paid Birthday Off
- Company Phone
- Ongoing Training & Professional Development
- Career Growth & Advancement Opportunities
If you have home-service leadership experience, know ServiceTitan, and enjoy building high-performing customer service and dispatch teams, we'd like to hear from you.
Apply today to help lead the next stage of growth at Magic Plumbing, Heating & Cooling.
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Experience:
- Dispatching: 3 years (Required)
Ability to Commute:
- San Francisco, CA 94124 (Required)
Work Location: In person
