Call Center & Dispatch Manager
Cooper's Plumbing & Air•Bainbridge, GA
•$50,000 - $65,000
About The Position
Cooper’s Plumbing & Air is seeking an experienced, motivated Call Center & Dispatch Manager to lead its customer service representatives and dispatch team. The manager will maximize booking opportunities, improve scheduling efficiency, and deliver an outstanding customer experience. This role calls for a hands-on, accountable leader who develops employees and builds a customer-focused, results-driven team.
Requirements
- Experience managing a call center, dispatch team, or customer service department.
- Proven ability to lead employees, improve performance, and maintain accountability.
- Strong understanding of call center KPIs, booking rates, scheduling efficiency, and customer retention.
- Excellent communication, organization, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience coaching employees and improving call quality and customer interactions.
- Proficiency with technology, CRM systems, and reporting tools.
- Strong decision-making skills and ability to adjust schedules based on business needs.
- Self-motivated, dependable, and committed to operational excellence.
Nice To Haves
- ServiceTitan experience.
- HVAC, plumbing, or home services industry experience.
Responsibilities
- Lead daily call center and dispatch operations to ensure efficiency, accuracy, and exceptional customer service.
- Recruit, coach, train, and develop customer service representatives and dispatchers.
- Monitor KPIs, including call booking rates, conversion rates, call volume, abandoned calls, and dispatch efficiency.
- Maximize technician schedules, job opportunities, and daily revenue potential.
- Manage call handling, scheduling procedures, dispatch processes, and team accountability.
- Conduct call reviews, one-on-one coaching, team meetings, and ongoing customer service training.
- Coordinate with HVAC, plumbing, sales, and installation departments to optimize technician capacity and scheduling.
- Ensure timely customer communication about appointments, scheduling changes, and service updates.
- Monitor staffing levels, call demand, and technician availability to maintain efficient operations.
- Resolve escalated customer concerns and operational challenges professionally.
- Develop and implement processes to improve booking performance, customer satisfaction, and profitability.
- Build a positive, customer-focused, results-driven team culture.
Benefits
- Competitive salary and competitive pay.
- Performance-based bonus opportunities.
- 401(k) with company match.
- Dental insurance.
- Health insurance.
- Vision insurance.
- Flexible paid time off.
- Paid holidays.
- Life insurance.
- Training and career advancement.
- Supportive, team-oriented company culture.
- Employee discounts.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
