Customer Experience & Dispatch Manager

gobravvo; City of Tonawanda (NY); In loco; USD 75.000 - 95.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

Paid time off

Paid holidays

Leadership development opportunities

ServiceTitan platform

Descrizione del lavoro

Frank's Mr. Plumber is seeking a Customer Service Manager to oversee customer service and dispatch operations. You will lead CSRs and Dispatchers, coach staff, and drive performance using technology and KPIs in a fast-paced home services environment.

The role emphasizes operational excellence, team development, and collaboration with leadership to improve processes and customer satisfaction. A strong leader with experience in home services or call centers is ideal, with opportunities for career

Competenze

• 3-5 years of experience in customer service, call center, or operations leadership roles.
• Proven track record of leading and developing customer service or dispatch teams.
• Strong leadership, communication, and conflict-resolution skills.
• Analytical mindset with experience using KPIs to drive team performance.
• Excellent organizational and problem-solving abilities.

Mansioni

• Supervise and mentor a team of CSRs and Dispatchers, ensuring high standards of customer care.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews to support team development.
• Recruit, onboard, and train new team members as the department expands.
• Review recorded calls to provide actionable feedback and improve booking conversion rates and call quality.
• Oversee daily dispatch operations, maximizing technician utilization and schedule efficiency.
• Monitor and analyze department KPIs, implementing strategies for continuous operational improvement.
• Step in to assist with CSR or Dispatcher duties during high-volume periods or staffing shortages.
• Collaborate with company leadership to enhance operational processes and communication.
• Foster a positive, accountable, and customer-focused team culture.

Conoscenze

Customer service leadership

Call center leadership

Operations management

KPIs analysis

Strumenti

ServiceTitan

Descrizione del lavoro

Frank's Mr. Plumber is seeking a Customer Service Manager to oversee customer service and dispatch operations. You will lead CSRs and Dispatchers, coach staff, and drive performance using technology and KPIs in a fast-paced home services environment.

The role emphasizes operational excellence, team development, and collaboration with leadership to improve processes and customer satisfaction. A strong leader with experience in home services or call centers is ideal, with opportunities for career