Call Center & Dispatch Manager

Reimer Heating & Air Conditioning; Town of Cheektowaga (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

401(k) Match

Paid Holidays

PTO

Leadership Development

Career Advancement

Job summary

Reimer Home Services in Cheektowaga, NY is seeking a Call Center Manager to lead our Customer Service and Dispatch teams. This senior role focuses on coaching, performance management, and process improvement to deliver an exceptional customer experience.

You will monitor KPIs, coach staff, manage scheduling, and collaborate with Service, Sales, and Installation teams to achieve company objectives. This is a full-time, on-site leadership position.

Qualifications

• Leadership experience in call center, dispatch or customer service environments.

Responsibilities

• Lead, coach, and develop Customer Service Representatives and Dispatch staff.
• Monitor KPIs, call metrics, and customer satisfaction to drive performance.
• Schedule staffing and daily call center operations for efficiency.
• Collaborate with Service, Sales, Installation, and Leadership teams to meet objectives.
• Handle escalated customer concerns professionally.

Job description

Reimer Home Services in Cheektowaga, NY is seeking a Call Center Manager to lead our Customer Service and Dispatch teams. This senior role focuses on coaching, performance management, and process improvement to deliver an exceptional customer experience.

You will monitor KPIs, coach staff, manage scheduling, and collaborate with Service, Sales, and Installation teams to achieve company objectives. This is a full-time, on-site leadership position.