Are you a strategic leader who thrives in a fast-paced environment?

Do you have the skills to motivate a team, drive performance, and fulfill revenue & call quality goals with precision?

Are you ready to take the lead and build a high-performing team? Apply today and be part of a company that values leadership, strategy, and a winning mindset!

Come work for us! A trusted leader in Plumbing, Heating, Cooling, and Electrical services for decades serving Long Island counties. The Call Center & Dispatch Manager will work to build, lead, and optimize our call center operations.

Requirements

What We’re Looking For:

5+ years of professional experience leading & managing a call center and a team of CSRs or Dispatchers in plumbing, heating, cooling, and/or electrical OR another related industry.
Must have experience with Service Titan (proficient in managing workflows, tracking KPIs, and optimizing scheduling).
Must have a strong work ethic – be motivated, dependable, and ready to lead by example.
Be a results-driven leader & be committed to coaching, goal setting, and driving the team’s performance through KPI tracking.
Committed to delivering exceptional customer service.
Experience handling customer service disputes and complaints professionally.
Experience in handling multiple lead sources and tracking performance.
Skilled in hiring, developing, and retaining top talent to maintain a high-performing team.
Ability to analyze trends, implement solutions, and maximize efficiency.

Key Responsibilities:

Manage & Coach a High-Performing Team – Lead CSRs, dispatchers, and inside sales to exceed booking and sales goals. Coach to outstanding Customer Service.
Set & Track KPI Metrics – Oversee booking rates, outbound call volume, outbound booking %, and membership sales.
Ensure jobs are properly scheduled for the appropriate number of technicians in Plumbing, Heating, Cooling, and Electrical.
Maximize outbound calling efforts by working with CSRs to fill available slots proactively.
Conduct weekly 1:1’s and team training sessions and utilize KPI data to coach and improve performance.
Set clear growth paths for all team members.
Oversee lead aggregators to optimize conversions and track ROI.
Prioritize technician strengths, customer needs, and job profitability.
Hire, train, and retain top-performing call center & dispatch professionals.
Handle customer disputes with urgency and professionalism.
Work with dispatchers to prioritize age, equipment, and job profitability.

Benefits

Why Join/What Makes Us Great?

Competitive Pay (approx. $70-90K/year base salary, DOE)
Medical Insurance
Life Insurance
401(K) plan
Sick
Vacation
Personal days
Holidays

We are an equal opportunity employer.

Call Center & Dispatch Mgr