Call Center & Dispatch Manager

Cooper's Plumbing & Air; Bainbridge (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k) with Company Match

Medical, Dental & Vision Insurance

Flexible PTO

Life Insurance

Training & Career Advancement

Bonus Opportunities

Employee Discounts

Competitive Pay

Job summary

Cooper’s Plumbing & Air is seeking an experienced Call Center & Dispatch Manager to lead our customer service and dispatch teams in Bainbridge, GA. You will drive performance, improve scheduling efficiency, and elevate the customer experience across all touchpoints.

The role requires accountability, coaching, and the ability to develop a high-performing team that turns every interaction into opportunity for growth. Equal opportunity employer.

Qualifications

• 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.
• Experience coaching employees and improving call quality and customer interactions.

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 leadership

Customer service management

KPI analysis

Staff coaching

Scheduling optimization

Process improvement

Communication

Team leadership

Dispatch coordination

Tools

ServiceTitan

Job description

Benefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• Bonus based on performance
• Employee discounts
• 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

• Competitive Pay + Performance-Based Bonus Opportunities
• Medical, Dental & Vision Insurance
• Flexible PTO
• 401(k) with Company Match
• Life Insurance
• Training & Career Advancement
• 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.

Ready to Lead a Winning Call Center & Dispatch Team?

At Cooper’s Plumbing & Air, we believe in Life Changing Careers, Life Changing Service!If you're ready to develop great people, improve customer experiences, maximize scheduling opportunities, and make a measurable impact on company growth,Cooper’s Plumbing & Air is an Equal Opportunity Employer.