Customer Service & Dispatch Manager
About The Position
At SERVPRO Team Fosdick, we specialize in fire and water cleanup and restoration, mold remediation, and construction services. We have expanded our operations to include 13 franchises in the Cleveland, Akron, Mentor, Mansfield and Toledo areas. We are currently seeking a driven, organized and well-versed Customer Service & Dispatch Manager. The Customer Service & Dispatch Manager leads and optimizes the Company's customer service and dispatch operations to ensure an exceptional customer experience from first notice of loss through project completion. This role oversees a team of domestic, overseas, and AI-supported dispatch resources, ensuring efficient scheduling, communication, quality assurance, and performance management.
Requirements
- Bachelor's degree in Business, Operations Management, Communications, or related field preferred.
- Minimum 5 years of leadership experience in dispatch, customer service, call center operations, restoration services, or related industries.
- Experience managing remote, overseas, or outsourced teams required.
- Experience utilizing AI-enabled customer service, scheduling, or dispatch technologies preferred.
- Experience in restoration, construction, or service-based industries strongly preferred.
- Strong leadership, coaching, and team development skills.
- Exceptional customer service and conflict resolution abilities.
- Excellent organizational and multitasking capabilities.
- Strong analytical and reporting skills.
- Ability to make sound decisions in high-pressure situations.
- Strong verbal and written communication skills
- Proficiency with CRM systems, reporting platforms, and Microsoft Office applications
Responsibilities
- Manage dispatch and customer service personnel, including domestic, overseas, and AI-assisted dispatch operations.
- Establish clear performance expectations, service standards, and accountability measures.
- Ensure customers receive professional, timely, and empathetic service throughout their experience.
- Collaborate with operations, construction, and sales teams to ensure seamless customer communication.
- Oversee daily dispatch activities to ensure efficient production scheduling.
- Lead storm event readiness and response efforts, including staffing coordination, dispatch operations, scheduling, and communication.
- Conduct regular quality control reviews of customer interactions and dispatch activities.
- Evaluate and recommend improvements to dispatch systems, customer service processes, and AI-assisted workflows to improve efficiency and service delivery.
- Track, analyze, and report metrics, including customer satisfaction, scheduling efficiency, and quality assurance results.
- Develop and deliver training programs to ensure team efficiency.
- Manage team performance and expectations.
Benefits
- Company laptop and cell phone
- Comprehensive benefits package
- 401(k) with Company match
- Paid vacation + holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
