Operations Lead: Call Center, Dispatch & Office Manager

Premier Service Co

Tuscaloosa (AL)

On-site

USD 55,000 - 75,000

Full time

12 days ago

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Job summary

The Office Manager / Call Center & Dispatch Manager at Premier Service Company, Inc. will lead daily operations of the office, call center, and dispatch teams to ensure prompt call handling, accurate data in ServiceTitan, and smooth coordination between CSRs, dispatchers, technicians, and field managers.

This hands-on leadership role requires coaching staff, monitoring performance, and driving accountability to maximize booked opportunities, technician productivity, and exceptional customer

Responsibilities

Ensure incoming calls are answered promptly and professionally.
Maintain a strong call-booking rate and coach CSRs on converting customer calls into booked appointments.
Review missed, abandoned, and unbooked calls and ensure missed calls are returned promptly.
Monitor call recordings for quality, professionalism, and booking opportunities.
Conduct regular CSR coaching and training and hold team members accountable for individual performance goals.
Ensure accurate customer information, job types, business units, campaigns, and lead sources are entered into ServiceTitan.
Monitor inbound leads from phone, website, marketing campaigns, memberships, and other sources.
Ensure unsold or unbooked opportunities receive appropriate follow-up.
Maintain scripts and call-handling standards, including proper communication of service fees and appointment expectations.

Job description

This hands-on leadership role requires coaching staff, monitoring performance, and driving accountability to maximize booked opportunities, technician productivity, and exceptional customer

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