Call Center & Dispatch Leader — Drive Bookings & Service

Lindstrom Air Conditioning & Plumbing; Bainbridge (GA); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Health insurance

Paid time off

Vision insurance

Bonus based on performance

Paid holidays

Flexible PTO

Life Insurance

Supportive, Team-Oriented Company Cult

Job summary

Cooper’s Plumbing & Air is seeking an experienced Call Center & Dispatch Manager to lead our customer service representatives and dispatch team, maximize booking opportunities, improve scheduling efficiency, and deliver an outstanding customer experience.

You will lead by example in a fast-paced environment, develop the team, monitor KPIs, and collaborate with HVAC, plumbing, sales, and install departments to optimize capacity and profitability.

Qualifications

• Experience managing a call center, dispatch team, or customer service department.
• Proven ability to lead, improve performance, and maintain accountability.
• Strong understanding of call center KPIs, booking rates, scheduling efficiency, and customer retention.

Responsibilities

• Lead daily call center and dispatch operations, ensuring efficiency, accuracy, and exceptional customer service.
• Recruit, coach, train, and develop high-performing 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 communication with customers regarding 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 that improve booking performance, customer satisfaction, and profitability.
• Build a positive, customer-focused, results-driven team culture.

Skills

Call center management

Dispatch operations

Customer service leadership

KPIs analysis

Communication skills

Scheduling

CRM systems

ServiceTitan experience

Problem-solving

Tools

CRM systems

Scheduling software

ServiceTitan

Job description

Cooper’s Plumbing & Air is seeking an experienced Call Center & Dispatch Manager to lead our customer service representatives and dispatch team, maximize booking opportunities, improve scheduling efficiency, and deliver an outstanding customer experience.

You will lead by example in a fast-paced environment, develop the team, monitor KPIs, and collaborate with HVAC, plumbing, sales, and install departments to optimize capacity and profitability.