Call Center Manager

Description

At High 5 Plumbing, Heating, Cooling & Electric, our Call Center & Dispatch team is the heartbeat of the operation. We’re looking for a leader who can coach a great team, keep our HVAC, plumbing, and electrical technicians moving, and make sure our customers get the 5-star experience they called us for. If you love a fast-paced environment, solving scheduling puzzles, developing people, and turning a crazy Monday into a smooth operation, we might have the job for you.

Why Join Us?

• Competitive Compensation: Annual Salary of $65,000-$80,000 plus bonus opportunities.
• Weekly Pay: Get paid every Monday!
• Benefits: Medical, dental, vision, and life insurance coverage for you and your family.
• Company-Matched 401(k): Invest in your future with employer contributions.
• Paid Holidays + PTO: Enjoy paid company holidays in addition to accrued Paid Time Off.
• Career Growth & Training: Access ongoing professional development from some of the best trainers in the industry.

Responsibilities

The Call Center Manager is responsible for leading the customer service and dispatch teams to ensure an exceptional customer experience from the first phone call through technician arrival. This position oversees daily call center and dispatch operations across our HVAC, plumbing, and electrical departments, with a strong focus on call booking, schedule management, technician utilization, customer communication, and operational performance.

Call Center Management

• Lead, coach, train, and develop Customer Service Representatives (CSRs) and call center staff.
• Monitor inbound call volume, answer rates, abandoned calls, booking rates, call quality, and other key call center metrics.
• Ensure CSRs consistently follow approved scripts, booking procedures, and customer service standards.
• Review recorded calls and provide regular coaching and feedback.
• Train team members on handling objections, difficult customers, emergency calls, membership opportunities, and appropriate call prioritization.
• Ensure calls, texts, emails, web leads, and other customer inquiries are responded to promptly.
• Establish performance expectations and hold team members accountable to individual and department goals.
• Assist with hiring, onboarding, training, scheduling, and performance management of call center employees.
• Identify trends that may impact booking rates, customer satisfaction, or department performance.

Dispatch Management

• Lead and support dispatchers responsible for HVAC, plumbing, and electrical service technicians.
• Oversee daily technician schedules and ensure calls are assigned appropriately based on technician skill set, location, availability, and customer needs.
• Continuously monitor the schedule and make adjustments throughout the day to maximize technician productivity and customer service.
• Work to minimize downtime, excessive drive time, scheduling gaps, and unnecessary overtime.
• Prioritize emergency, high-opportunity, warranty, maintenance, and service calls appropriately.
• Ensure customers receive timely updates regarding technician arrival times, delays, or schedule changes.
• Coordinate closely with HVAC, plumbing, and electrical service managers regarding technician capacity, skill levels, call priorities, and scheduling needs.
• Monitor technicians' progress throughout the day and proactively address schedule issues.
• Help ensure the right technician is sent to the right call based on skill level and opportunity.
• Manage same-day scheduling challenges, call-outs, cancellations, reschedules, and emergency requests.

Performance Management

• Utilize ServiceTitan to manage and monitor call center and dispatch operations.
• Maintain accurate customer, job, technician, and scheduling information.
• Monitor department KPIs and create accountability around performance.
• Review dashboards and reports to identify operational trends and opportunities for improvement.
• Partner with leadership to improve processes, workflows, call handling, scheduling, and technician utilization.

Leadership

• Build a positive, accountable, and customer-focused team culture.
• Conduct regular one-on-one meetings, coaching sessions, and team meetings.
• Establish clear expectations and measurable performance goals.
• Recognize strong performance while promptly addressing performance or attendance concerns.
• Develop standardized processes and training materials for CSRs and dispatchers.
• Identify training gaps and provide ongoing development.
• Serve as the escalation point for complex customer, scheduling, and employee issues.
• Collaborate with department managers, operations leadership, marketing, recruiting, and other departments.

Requirements

• 3+ years of experience in call center, dispatch, customer service, or operations.
• Previous residential HVAC, plumbing, electrical, or other home-services experience.
• ServiceTitan experience strongly preferred.
• Experience managing both CSRs and dispatchers.
• 1+ year of leadership, supervisory, or management experience.
• Experience managing employees in a fast-paced, high-volume environment.
• Strong understanding of scheduling and dispatch operations.
• Experience tracking and managing KPIs and employee performance.
• Strong coaching, communication, and conflict-resolution skills.
• Ability to make quick decisions and reprioritize throughout the day.
• Strong organizational skills and attention to detail.
• Ability to work effectively with field technicians and multiple department leaders.
• Strong customer service mindset with the ability to handle escalated situations professionally.