Customer Service and Dispatch Manager
About The Position
We are a high-growth, high-performance plumbing and water treatment company with a relentless focus on serving and impacting our communities. Our goal is to be the #1 Kinetico Water Treatment dealer and the largest plumbing company in our market. We are seeking a results-driven Customer Service & Dispatch Manager to lead our call center and dispatch operations. This role owns the daily schedule, drives booking performance, and ensures a high-level customer experience from the first call through job completion. Experience with ServiceTitan is strongly preferred, as this role requires hands-on management of the dispatch board, call tracking, and reporting. The ideal candidate is always improving and learning from others, actively seeking out mentorship, coaching, and new techniques to sharpen their edge.
Requirements
- 3+ years in dispatch, call center, or customer service leadership
- Strong understanding of dispatching and route optimization
- Proven leadership and accountability mindset
- Data-driven and comfortable managing KPIs
Nice To Haves
- Experience with ServiceTitan preferred (or similar platform)
- Home services experience (plumbing, HVAC, water treatment) strongly preferred
Responsibilities
- Own and actively manage the ServiceTitan dispatch board
- Optimize technician routes, reduce drive time, and eliminate schedule gaps
- Match calls to technician skillsets to maximize revenue and efficiency
- Make real-time adjustments throughout the day to hit production targets
- Lead and coach CSR team to improve: Booking %, Call conversion rates, Call control and tone
- Track and improve: Booking %, Lead conversion, Technician utilization, Average ticket (through proper scheduling)
- Ensure consistent, professional communication with customers
- Resolve escalated issues quickly and effectively
- Maintain strong follow-up and communication processes
- Daily huddles + weekly 1:1s
- Performance management and accountability
- Ensure accurate use of ServiceTitan across team
- Improve workflows for scheduling, communication, and follow-up
- Maintain clean data for reporting and decision-making
Benefits
- Competitive pay structure
- Opportunity to directly influence revenue and operations
- Career Growth Opportunities- we promote from within!
- A Highly Competitive, High-Energy Culture- you will be surrounded by A-players.
- Best-in-Class Training & Coaching- we invest in your success.
- Industry-Leading Products & Services
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
