Home Services Contact Center & Dispatch Operations Manager
$55k - $70kADHS
Job Description
Job Description
Lead the heartbeat of our service operation
Compensation: $55,000–$70,000 base salary + quarterly performance bonus (up to $6,000/year) tied to booking rate, call answer rate, and customer reviews.
American Dream Home Services is launching a full-service plumbing division, and the call center is the engine that powers it. As the operations lead for customer care and dispatch, you’ll turn every ring into revenue and every route into a productive day. And because we’re employee-owned, the growth you create fuels your ownership stake.
A day in the roleDashboards light up as the day begins. You scan answer rate and booking rate, glance at average handle time, and check where emergencies are popping up across La Plata County. The first no-heat call hits—within minutes, you’ve balanced schedules and drive time to put the right HVAC or plumbing tech on the job. Between coaching your CSRs on a new script for water heater inquiries and reviewing yesterday’s cancellations, you’re also mapping tomorrow’s dispatch to keep every tech’s calendar full.
Your core responsibilities- Recruit, train, and lead a high-performing team of Customer Service Representatives and dispatchers supporting HVAC and plumbing.
- Own the performance scorecard: answer rate, booking rate, average handle time, cancellations, and customer satisfaction.
- Develop and coach call scripts for service, emergency, drain, water heater, and maintenance-plan conversations.
- Run dispatch to place the right technician on the right job, balancing emergencies, schedules, and drive time across La Plata County.
- Review recorded calls weekly and deliver specific, scored feedback to each team member.
- Administer the CRM/field-service platform, call tracking, and phone system (e.g., ServiceTitan, Housecall Pro, or similar).
- Grow maintenance-plan memberships and follow up on unsold estimates to capture additional revenue.
- Report weekly to leadership on call volume, lead sources, and booked revenue.
- 3+ years in a call center, dispatch, or customer service function; 1+ year supervising others.
- Home-services background (HVAC, plumbing, electrical) strongly preferred.
- Hands-on experience with ServiceTitan, Housecall Pro, or similar tools.
- Comfort with KPIs and simple spreadsheets; you make decisions with data.
- Calm under pressure—burst pipes and no-heat calls rarely wait for convenience.
- Coach’s mindset: elevate performance while holding the line on standards.
Monday–Friday, daytime hours, with occasional evening or weekend coverage during peak seasons.
Benefits & growth- PTO and paid vacation days
- Paid training and clear advancement as the plumbing division scales
- Health insurance, 401(k) match, and employee ownership for all full-time employees
Apply directly through this posting. Applications are reviewed on a rolling basis—there is no fixed deadline.
Vacancy posted 3 days ago
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