Service Center Manager - Plumbing Dispatch Leader

Benjamin Franklin Plumbing of Long Island; Novato (CA); On-site; USD 44,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Parental leave

Profit sharing

Vision insurance

401(k)

401(k) matching

Dental insurance

Job summary

Benjamin Franklin Plumbing is seeking a hands-on Call Center Manager to lead a team of customer service reps and dispatchers at our Novato location. You will own how calls are answered, how jobs are booked, and how the board is run daily in ServiceTitan to keep operations smooth and customers informed.

You will coach the team, monitor KPIs, and collaborate with Operations Managers to fill technicians’ days while maintaining excellent service standards for our Bay Area customers.

Qualifications

• 5+ years in a call center, contact center, or customer service/dispatch team
• Experience supervising, leading, or managing a team
• Hands-on use of ServiceTitan for bookings, dispatch, and reporting

Responsibilities

• Lead, schedule, and coach a team of customer service reps and dispatchers, including weekday and weekend coverage
• Own daily call center performance metrics (answer rate, booking rate, abandoned calls, hold time, call quality)
• Manage booking, scheduling, and dispatch in ServiceTitan; keep the board accurate and up to date
• Listen to recorded calls, score them, and provide regular coaching
• Train new hires on call scripts, ServiceTitan workflows, and customer service standards
• Build and maintain call scripts (inbound, outbound, follow-up and memberships)
• Run outbound campaigns (unsold estimates, memberships, reminders, follow-ups)
• Handle escalated calls and complaints, route issues to Operations Manager
• Pull and report KPI data weekly for leadership
• Collaborate with Operations and Marketing on capacity, call volume, lead tracking

Skills

Call center experience

ServiceTitan

Coach team

Strong communication

On-site availability

Tools

ServiceTitan

Job description

Benjamin Franklin Plumbing is seeking a hands-on Call Center Manager to lead a team of customer service reps and dispatchers at our Novato location. You will own how calls are answered, how jobs are booked, and how the board is run daily in ServiceTitan to keep operations smooth and customers informed.

You will coach the team, monitor KPIs, and collaborate with Operations Managers to fill technicians’ days while maintaining excellent service standards for our Bay Area customers.