Call Center Leader: CSR & Dispatch (ServiceTitan)

On Time Experts; Chesterfield (MO); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off

Paid Holidays

Life Insurance

Short-Term Disability

Long-Term Disability

Employee Discounts

Company-Provided Training

Leadership Development

Job summary

On Time Experts, formerly Hosack Plumbing, Heating & Cooling, is seeking a hands-on Call Center Manager to lead our CSR and Dispatch teams in a fast-paced, in-office environment. The role emphasizes coaching, performance, and accountability to keep dispatch boards full and convert calls into booked appointments.

You will leverage ServiceTitan to monitor performance, drive outbound campaigns, grow maintenance memberships, and enhance customer satisfaction while guiding your team through daily and

Qualifications

• Residential home services experience is required.
• Hands-on ServiceTitan experience is required.
• 3+ years of leadership experience managing a call center, CSR, Dispatch, or similar customer service operation.
• Proven ability to lead, coach, develop, and hold employees accountable.
• Experience managing call center KPIs, booking rates, conversion rates, and team productivity.

Responsibilities

• Oversee the daily operations of CSR and Dispatch departments, ensuring consistent performance and exceptional customer experiences.
• Build a positive, energetic, competitive, and accountable team culture.
• Establish clear daily, weekly, and monthly performance expectations.
• Coach employees on call handling, booking techniques, outbound calling, membership conversions, and customer communication.
• Conduct regular team meetings, one-on-one coaching sessions, call reviews, and performance evaluations.
• Recruit, interview, hire, onboard, train, and develop high-performing CSRs and Dispatchers.
• Identify performance gaps and implement structured coaching and improvement plans.
• Recognize strong performance while promptly addressing underperformance.

Skills

Residential home services experience

ServiceTitan experience

Leadership

Call center management

Dispatch coordination

Tools

ServiceTitan

Job description

On Time Experts, formerly Hosack Plumbing, Heating & Cooling, is seeking a hands-on Call Center Manager to lead our CSR and Dispatch teams in a fast-paced, in-office environment. The role emphasizes coaching, performance, and accountability to keep dispatch boards full and convert calls into booked appointments.

You will leverage ServiceTitan to monitor performance, drive outbound campaigns, grow maintenance memberships, and enhance customer satisfaction while guiding your team through daily and