Call Center & Dispatch Lead - Elevate Customer Experience

High 5 Plumbing; Golden (CO); In loco; USD 65.000 - 80.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

Paid holidays

Paid time off

Weekly pay

Career growth & training

Descrizione del lavoro

High 5 Plumbing, Heating, Cooling & Electric in Golden, CO is seeking a Call Center Manager to lead the customer service and dispatch teams, ensuring an exceptional customer experience from the first phone call through technician arrival.

You will oversee daily call center and dispatch operations across HVAC, plumbing, and electrical services with a strong focus on booking, scheduling, technician utilization, and communication.

Competenze

• 3+ years in call center, dispatch, customer service, or operations.
• Residential HVAC, plumbing, electrical, or home-services experience.
• ServiceTitan experience strongly preferred.
• Experience managing both CSRs and dispatchers.
• 1+ year of leadership, supervisory, or management experience.
• Strong understanding of scheduling and dispatch operations.
• Experience tracking and managing KPIs and employee performance.
• Strong coaching, communication, and conflict-resolution skills.
• Ability to make quick decisions and reprioritize throughout the day.
• Strong organizational skills and attention to detail.

Mansioni

• Lead, coach, train, and develop CSRs and call center staff; monitor call metrics and ensure scripts and procedures are followed.
• Oversee dispatchers and scheduling to align technician skills, location, and customer needs; maximize productivity.
• Monitor KPIs, dashboards, and performance; partner with leadership to drive process improvements.
• Build a positive, accountable team culture; conduct regular meetings and provide ongoing development.
• Collaborate with department leaders to address escalations and optimize staffing and coverage.

Conoscenze

Call center leadership

Dispatch management

Customer service

Coaching & training

Performance management

Strumenti

ServiceTitan

Descrizione del lavoro

High 5 Plumbing, Heating, Cooling & Electric in Golden, CO is seeking a Call Center Manager to lead the customer service and dispatch teams, ensuring an exceptional customer experience from the first phone call through technician arrival.

You will oversee daily call center and dispatch operations across HVAC, plumbing, and electrical services with a strong focus on booking, scheduling, technician utilization, and communication.