Hire Profile, Inc.
Customer Service & Dispatch Manager
Hire Profile, Inc., Cumming, Georgia, United States, 30128
Base Pay Range
$80,000.00/yr - $100,000.00/yr
Position Summary As the Customer Service & Dispatch Manager, you’ll be the driving force behind our customer experience. You’ll lead a team of Customer Service Representatives and Dispatchers, ensuring that every call, schedule, and service interaction runs smoothly and efficiently.
This role blends leadership, operations, and sales support, ideal for someone who loves solving problems, motivating people, and creating structure in a fast‑paced environment.
You’ll play a key role in shaping the customer journey, improving processes, tracking results, and supporting our customer service representatives, dispatchers, technicians, and management team in delivering the highest‑quality service possible.
Qualifications Education:
High school diploma required; college coursework or degree preferred.
Experience:
2+ years in customer service, inside sales, or call center environments.
2+ years of supervisory or management experience.
Experience in home services, construction, or related industries is a plus.
Skills
Excellent verbal and written communication.
Strong leadership and coaching abilities.
Problem‑solving and decision‑making under pressure.
Highly organized, adaptable, and detail‑oriented.
Tech‑savvy, comfortable with software such as ServiceTitan (preferred).
Other Requirements
Valid driver’s license.
Ability to pass a background check and drug screening.
Willingness to work evenings or weekends as needed.
Scope of Responsibility Lead & Inspire
Manage, train, and mentor a team of 4–14 Customer Service Representatives and Dispatchers.
Conduct engaging weekly meetings focused on performance, communication, and growth.
Foster a positive, customer‑first culture that aligns with the company's mission and values.
Monitor team performance and implement strategies to exceed goals in service, scheduling, and sales.
Deliver Exceptional Customer Service
Ensure every customer interaction is professional, friendly, and solution‑focused.
Oversee scheduling, dispatch, and service coordination to maximize daily capacity and efficiency.
Resolve customer issues quickly and effectively, turning challenges into opportunities for loyalty.
Track and analyze customer feedback and service quality metrics to drive improvement.
Coach the team to identify opportunities for additional services, products, and memberships.
Monitor call conversion rates to ensure consistent sales performance.
Partner with management to track marketing effectiveness and optimize advertising spend.
Streamline Operations
Oversee day‑to‑day operations of the call center and dispatch functions.
Maintain accurate data in ServiceTitan, ensuring clean records and reporting.
Prepare and present reports on performance, efficiency, and customer satisfaction.
Ensure that team members follow all call scripts, scheduling procedures, and company policies.
Assist with hiring, onboarding, and ongoing development of new team members.
Conduct regular performance evaluations and provide actionable coaching.
Help maintain accurate and up‑to‑date employee records and documentation.
Work closely with field technicians and management to ensure efficient dispatching and communication.
Support marketing initiatives and identify opportunities for customer re‑engagement.
Maintain open communication channels between departments to ensure smooth daily operations.
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Position Summary As the Customer Service & Dispatch Manager, you’ll be the driving force behind our customer experience. You’ll lead a team of Customer Service Representatives and Dispatchers, ensuring that every call, schedule, and service interaction runs smoothly and efficiently.
This role blends leadership, operations, and sales support, ideal for someone who loves solving problems, motivating people, and creating structure in a fast‑paced environment.
You’ll play a key role in shaping the customer journey, improving processes, tracking results, and supporting our customer service representatives, dispatchers, technicians, and management team in delivering the highest‑quality service possible.
Qualifications Education:
High school diploma required; college coursework or degree preferred.
Experience:
2+ years in customer service, inside sales, or call center environments.
2+ years of supervisory or management experience.
Experience in home services, construction, or related industries is a plus.
Skills
Excellent verbal and written communication.
Strong leadership and coaching abilities.
Problem‑solving and decision‑making under pressure.
Highly organized, adaptable, and detail‑oriented.
Tech‑savvy, comfortable with software such as ServiceTitan (preferred).
Other Requirements
Valid driver’s license.
Ability to pass a background check and drug screening.
Willingness to work evenings or weekends as needed.
Scope of Responsibility Lead & Inspire
Manage, train, and mentor a team of 4–14 Customer Service Representatives and Dispatchers.
Conduct engaging weekly meetings focused on performance, communication, and growth.
Foster a positive, customer‑first culture that aligns with the company's mission and values.
Monitor team performance and implement strategies to exceed goals in service, scheduling, and sales.
Deliver Exceptional Customer Service
Ensure every customer interaction is professional, friendly, and solution‑focused.
Oversee scheduling, dispatch, and service coordination to maximize daily capacity and efficiency.
Resolve customer issues quickly and effectively, turning challenges into opportunities for loyalty.
Track and analyze customer feedback and service quality metrics to drive improvement.
Coach the team to identify opportunities for additional services, products, and memberships.
Monitor call conversion rates to ensure consistent sales performance.
Partner with management to track marketing effectiveness and optimize advertising spend.
Streamline Operations
Oversee day‑to‑day operations of the call center and dispatch functions.
Maintain accurate data in ServiceTitan, ensuring clean records and reporting.
Prepare and present reports on performance, efficiency, and customer satisfaction.
Ensure that team members follow all call scripts, scheduling procedures, and company policies.
Assist with hiring, onboarding, and ongoing development of new team members.
Conduct regular performance evaluations and provide actionable coaching.
Help maintain accurate and up‑to‑date employee records and documentation.
Work closely with field technicians and management to ensure efficient dispatching and communication.
Support marketing initiatives and identify opportunities for customer re‑engagement.
Maintain open communication channels between departments to ensure smooth daily operations.
#J-18808-Ljbffr