Customer Service Manager

Fix-It 24/7•Charleston, SC

2d•$70,000 - $75,000•Onsite

About The Position

Fix-It 24/7 is hiring an experienced Call Center & Dispatch Manager to lead its Customer Service and Dispatch teams in Charleston, South Carolina. This is an in-office leadership role for an engaged, high-energy manager who can build an accountable and positive culture, develop employees, improve performance, and ensure the service teams are prepared to meet daily business demands. The ideal candidate has experience leading call center and dispatch operations in residential home services and understands the fast-paced environment of HVAC, plumbing, electrical, or another skilled trade. The manager will lead and develop the teams, improve call center and dispatch performance, monitor operational metrics, recruit and train employees, and coordinate with other departments. The position is full-time and offers an annual salary of $70,000–$75,000 depending on experience, plus a performance-based bonus. Fix-It 24/7 describes itself as a growing residential home services organization focused on customer service and employee career opportunities.

Requirements

At least 3 years of management experience leading a Call Center, Customer Service, Dispatch, or similar team.
Residential home services or skilled trades experience is required.
ServiceTitan experience is required.
Proven ability to manage and improve call center KPIs, booking rates, call volume, and team productivity.
Experience managing dispatch operations and working closely with field service teams.
Experience recruiting, hiring, onboarding, and developing employees.
Ability to train, coach, motivate, and hold employees accountable.
Excellent communication skills and ability to work effectively across departments.
Ability to address difficult conversations and performance issues promptly and professionally.
Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
Competitive, positive, and solutions-focused leadership style.

Nice To Haves

Experience in HVAC, plumbing, electrical, or another residential service business is strongly preferred.

Responsibilities

Lead, coach, and develop the Call Center and Dispatch teams to meet company goals and performance expectations.
Build a positive, energetic, competitive, and accountable team culture.
Drive daily call center performance, including call counts, booking and conversion rates, response times, and other key performance indicators.
Ensure the Dispatch team manages the service board effectively, maximizes technician capacity, and supports revenue goals.
Set clear expectations and hold team members accountable through coaching and performance management.
Recruit, interview, hire, onboard, and train CSRs and Dispatchers.
Develop and implement training programs to improve communication, customer service, call handling, booking rates, and dispatch effectiveness.
Conduct one-on-one meetings, team meetings, call reviews, and performance coaching sessions.
Monitor dashboards, call reports, and operational metrics; identify opportunities and create improvement action plans.
Coordinate with Operations, Service Managers, Sales, Marketing, Recruiting, and other departments to support communication and alignment.
Identify staffing needs and maintain appropriate coverage for business demands, including nights, weekends, and peak seasons when necessary.
Ensure processes and procedures are followed and identify opportunities to improve efficiency.
Recognize strong performance while addressing cases where expectations are not met.