Customer Experience & Operations Leader (CSR & Dispatch)

A-ADVANCED SEPTIC SERVICES, LLC; Auburn (WA); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Company Paid Medical for Employees

Dental Insurance

Vision Insurance

401(k) – 4% Company Match

Paid Time Off

Job summary

A Advanced Septic and Construction Services is seeking an Internal Operations & Customer Experience Manager to lead the CSR and dispatch teams, ensuring a seamless customer journey from inquiry to service completion. This on-site role in Auburn, WA collaborates with sales, service techs, and marketing to drive satisfaction and growth.

You will build process standards, manage scheduling discipline, and champion a proactive customer experience, including a membership program, while reporting to

Qualifications

• Experience leading CSR and dispatch teams in a service business.
• Strong coaching, communication, organization and conflict-resolution skills.
• Ability to manage changing schedules and competing priorities.
• Experience coordinating agencies or vendors and evaluating lead results.
• Experience using CRM reports to drive improvements.
• Experience with customer retention or membership programs preferred.
• ServiceTitan experience preferred.

Responsibilities

• Lead CSR and dispatch teams, set call handling and booking standards.
• Oversee daily scheduling, dispatch and routing efficiency.
• Ensure accurate customer records and clear handoffs.
• Coordinate with marketing agencies and lead providers for quality leads.
• Develop, launch and grow the membership program.
• Establish performance targets and regular scorecards.
• Serve as escalation point for customer complaints.

Skills

CSR leadership

Dispatch coordination

Customer service

Team coaching

Communication

ServiceTitan

Tools

ServiceTitan

Job description

A Advanced Septic and Construction Services is seeking an Internal Operations & Customer Experience Manager to lead the CSR and dispatch teams, ensuring a seamless customer journey from inquiry to service completion. This on-site role in Auburn, WA collaborates with sales, service techs, and marketing to drive satisfaction and growth.

You will build process standards, manage scheduling discipline, and champion a proactive customer experience, including a membership program, while reporting to