Customer Experience Leader: Call Center & Dispatch

Seaside Plumbing Inc; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Life insurance

401(k) with company match

Profit sharing

Paid vacation & holidays

No on-call

Training & development

Job summary

Seaside Plumbing Inc. is seeking a Call Center Manager to lead the performance, development, and day-to-day operations of the Customer Service and Dispatch teams.

You will establish expectations, coach staff, and optimize calls, bookings, and dispatch processes to deliver an exceptional customer experience. You will develop CSRs and Dispatchers, ensure clear communication across departments, and manage staffing to align with demand and seasonal needs, all while driving continuous improvement and

Qualifications

• 4+ years of leadership or management experience in call center, customer service, dispatch, inside sales, or similar environment.
• Proven ability to develop people and improve performance.
• Experience using KPIs, scorecards, call reviews, or other measurable performance tools.

Responsibilities

• Lead, coach, develop, and hold accountable our Customer Service Representatives and Dispatchers.
• Establish clear expectations, KPIs, and coaching rhythms for both teams.
• Monitor calls, booking, dispatch, and other metrics to identify opportunities for improvement.
• Develop CSRs in customer communication, booking, de-escalation, and delivering a exceptional customer experience.
• Develop Dispatchers in prioritization, communication, decision-making, and daily service-board management.
• Ensure strong communication and handoffs between Customer Service, Dispatch, Service Managers, and field teams.
• Oversee staffing and scheduling to meet call volume, technician capacity, and seasonal business needs.
• Continuously improve people, processes, technology, and training that drive Call Center and Dispatch performance.

Skills

Leadership

Coaching

KPIs

CRM experience

Communication

Problem solving

Tools

ServiceTitan

DispatchPro

Microsoft Excel

Job description

Seaside Plumbing Inc. is seeking a Call Center Manager to lead the performance, development, and day-to-day operations of the Customer Service and Dispatch teams.

You will establish expectations, coach staff, and optimize calls, bookings, and dispatch processes to deliver an exceptional customer experience. You will develop CSRs and Dispatchers, ensure clear communication across departments, and manage staffing to align with demand and seasonal needs, all while driving continuous improvement and