In-Office Call Center Manager (Customer Service & Dispatch)

Ballard Heating, Cooling, Electric & Plumbing; Washington (District of Columbia); Presencial; USD 85.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

PTO

Paid holidays

Leadership training

Career advancement

Descripción de la vacante

Ballard Natural Gas in Washington is seeking a Call Center Manager to lead our Customer Service and Dispatch teams. You will coach, develop, and hold staff accountable while driving KPIs and ensuring a top-quality customer experience in a fast-paced environment.

The role requires residential home services experience and ServiceTitan proficiency, with a focus on staffing, scheduling, and continuous improvement. This is an in-office leadership position with growth opportunities.

Formación

• 3+ years of leadership experience in a Call Center, Customer Service, Dispatch, or similar team (home services).
• Residential home services experience is required.
• Experience in HVAC, plumbing, or electrical residential service strongly preferred.
• ServiceTitan experience is required.
• Proven success improving KPIs, booking rates, call volume, and team productivity.
• Experience managing dispatch operations with field service teams.

Responsabilidades

• Lead, coach, and develop Call Center and Dispatch teams to meet goals.
• Build a positive, accountable team culture.
• Drive call center performance, response times, and booking/conversion metrics.
• Ensure dispatch schedules maximize capacity and revenue goals.
• Recruit, interview, hire, onboard, and train staff.
• Develop training to improve communication, customer experience, and dispatch effectiveness.
• Monitor dashboards and metrics; implement improvement plans.
• Collaborate with Operations, Sales, Marketing, and Recruiting for alignment.

Conocimientos

Leadership

KPIs

Coaching

Communication

Collaboration

Herramientas

ServiceTitan

Descripción del empleo

Ballard Natural Gas in Washington is seeking a Call Center Manager to lead our Customer Service and Dispatch teams. You will coach, develop, and hold staff accountable while driving KPIs and ensuring a top-quality customer experience in a fast-paced environment.

The role requires residential home services experience and ServiceTitan proficiency, with a focus on staffing, scheduling, and continuous improvement. This is an in-office leadership position with growth opportunities.