Job Description
Lead the Team Behind an Exceptional Customer Experience
At Dallas Plumbing , we know that great service starts with the first phone call. We're looking for an experienced Dispatcher / CSR Manager to lead our Customer Service and Dispatch teams, ensuring every customer receives outstanding service while maximizing technician efficiency and daily operations.
This is a hands-on leadership role for someone who thrives in a fast-paced home services environment and enjoys coaching teams, improving processes, and delivering results.
Position SummaryThe Dispatcher / CSR Manager oversees the daily operations of the Customer Service and Dispatch departments. This role is responsible for leading the CSR and dispatch teams, managing technician scheduling, monitoring key performance metrics, and creating an exceptional customer experience from the initial call through job completion.
ResponsibilitiesLead, coach, and develop the CSR and Dispatch teams.
Hire, onboard, and train new team members.
Oversee daily scheduling and dispatching of plumbing technicians.
Optimize technician routes and productivity to maximize efficiency.
Monitor call quality and provide coaching to improve customer interactions.
Handle escalated customer concerns and ensure timely resolution.
Track department KPIs, including booking rates, technician utilization, call metrics, and customer satisfaction.
Identify process improvements and implement best practices.
Develop and maintain department SOPs and training materials.
Partner with the General Manager, Service Managers, and field teams to support company goals.
Minimum 3 years of leadership experience managing a Dispatch, CSR, or Call Center team.
Experience in the home services industry (plumbing, HVAC, electrical, or similar).
Strong understanding of dispatching, scheduling, and customer service operations.
Experience coaching employees using performance metrics and KPIs.
Excellent communication, organizational, and problem-solving skills.
Ability to thrive in a fast-paced environment while managing multiple priorities.
Experience with ServiceTitan or similar field service software.
Competitive salary with bonus opportunities.
Opportunity to lead a growing customer service and dispatch team.
Career advancement with a growing residential plumbing company.
Collaborative leadership team that values your ideas and contributions.
Comprehensive benefits package including medical, dental, vision, paid time off, paid holidays, and 401(k), where applicable.
Powered by JazzHR
gOQb9Z0Cet
...principles of Patients First, Courage, Ingenuity, Community, and Fun.About the RoleWe are currently looking for an experienced Medical Assistant to join our team. The Medical Assistant is a key component of our care team and works closely with a primary care physician to...
Role DescriptionWe are seeking a Junior Salesforce Engineer to assist in developing and maintaining Salesforce applications. The ideal candidate is eager to learn Salesforce development and cloud technologies.~Configure Salesforce objects, fields, workflows, and reports...
...Reliable transportationto work. A valid, unexpireddriver's license. Able toreadandunderstandflight schedule(s). Sign or clock in/out at the beginning and end ofeveryshift. Report to workinappropriateuniformattire, including PPE. Follow all...
...is a place you can engage in meaningful work and grow your career. Lets see what we can achieve. Together.SummaryThe Finance & Investment Funds Pursuits & Directories Sr Manager, working in collaboration with and in support of the firms strategic initiatives, ss a member...
...Agency C.N.A. Job Category: Operations Group Requisition Number: AGENC003750 Part-Time On-site Williamstown Commons 05201 Williamstown, MA 01267, USA Pay or shift range: $25 USD to $30 USD The estimated range is the budgeted amount for this position. Final offers...