Call Center & Dispatch Manager

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

Future Opening: Call Center & Dispatch Manager

Replies within 24 hours

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Vision insurance
• Bonus based on performance
• Paid holidays

Are you a results-driven leader who knows how to turn a busy call center into a high-performing team that delivers exceptional customer service? We want YOU leading ours!

Cooper’s Plumbing & Air is seeking an experienced, motivated 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.

We're looking for someone who leads by example, thrives on accountability, and knows how to develop a team that turns every customer interaction into an opportunity for success!

What We Offer

• Flexible PTO
• 401(k) with Company Match
• Life Insurance
• Supportive, Team-Oriented Company Culture

What You'll Do

• 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.

What Makes You a Great Fit

• Experience managing a call center, dispatch team, or customer service department.
• Proven ability to lead employees, improve performance, and maintain accountability.
• Strong understanding of call center KPIs, booking rates, scheduling efficiency, and customer retention.
• Excellent communication, organization, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience coaching employees and improving call quality and customer interactions.
• Proficiency with technology, CRM systems, and reporting tools; ServiceTitan experience preferred.
• Strong decision-making skills and the ability to adjust schedules based on business needs.
• Self-motivated, dependable, and committed to operational excellence.
• HVAC, plumbing, or home services industry experience preferred.

At Cooper’s Plumbing & Air, we believe in Life Changing Careers, Life Changing Service!

Cooper’s Plumbing & Air is an Equal Opportunity Employer.

Compensation: $50,000.00 - $65,000.00 per year

Established in 1997, Cooper’s Plumbing & Air is family owned and operated, and proudly serves Bainbridge, GA and Tallahassee, FL.

Our mission is to provide Responsive, Respectful, & Reliable service with a 100% Satisfaction Guarantee.

Join our team and enjoy competitive pay, extensive benefits, and the chance to achieve your personal goals alongside a supportive and excited team.

When you start to work at Cooper’s, you’ll find the career you expect!

Are you legally authorized to work in the US? *

Are you willing and able to commute to our office? *

Have you ever been convicted or are you currently facing felony charges? *

We do drug testing pre-employment and at random. Do you use drugs? *

Do you pay a light bill? *