Customer Service Manager

Job Description

Job Description

Call Center & Dispatch Manager

Fix-It 24/7 | Location: 499 Jessen Ln, Charleston, SC 29492

Lead the Team. Drive Performance. Build a Winning Culture.

Fix-It 24/7 is looking for an experienced Call Center & Dispatch Manager to lead our Customer Service and Dispatch teams in Charleston, SC.

This is not a sit-behind-the-desk management position. We are looking for an engaged, high-energy leader who knows how to build an exciting and accountable culture, develop people, improve performance, and ensure our service teams are set up for success every day.

The ideal candidate has experience leading a call center and dispatch operation within the residential home services industry and understands the fast-paced environment of HVAC, plumbing, electrical, or another skilled trade.

Compensation

$70,000–$75,000 per year, depending on experience.

What You'll Do

• Lead, coach, and develop the Call Center and Dispatch teams to achieve company goals and performance expectations.

• Build a positive, energetic, competitive, and accountable team culture where employees are excited to come to work and win together.

• Drive daily call center performance, including call counts, booking rates, conversion rates, response times, and other key KPIs.

• Ensure the Dispatch team effectively manages the service board, maximizes technician capacity, and supports company revenue goals.

• Hold team members accountable through consistent coaching, performance management, and clear expectations.

• Recruit, interview, hire, onboard, and train high-performing CSRs and Dispatchers.

• Develop and implement training programs to improve communication, customer service, call handling, booking rates, and dispatch effectiveness.

• Conduct regular one-on-one meetings, team meetings, call reviews, and performance coaching sessions.

• Monitor dashboards, call reports, and operational metrics to identify opportunities and create action plans for improvement.

• Work closely with Operations, Service Managers, Sales, Marketing, Recruiting, and other departments to ensure strong communication and alignment.

• Identify staffing needs and maintain appropriate coverage to support business demands, including nights, weekends, and peak seasons when necessary.

• Ensure processes and procedures are consistently followed while identifying opportunities to improve efficiency.

• Create an environment where employees are recognized for great performance while also being held accountable when expectations are not met.

What We're Looking For

• 3+ years of management experience leading a Call Center, Customer Service, Dispatch, or similar team.

• Residential home services or skilled trades experience is required.

• Experience working in HVAC, plumbing, electrical, or another residential service business strongly preferred.

• Service Titan experience is required.

• Proven ability to manage and improve call center KPIs, booking rates, call volume, and team productivity.

• Experience managing dispatch operations and working closely with field service teams.

• Strong recruiting, hiring, onboarding, and employee development experience.

• Proven ability to train, coach, motivate, and hold employees accountable.

• Excellent communication skills and the ability to work effectively across multiple departments.

• Comfortable having difficult conversations and addressing performance issues quickly and professionally.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• A competitive, positive, and solutions-focused leadership style.

Compensation & Benefits

• $70,000–$75,000 per year, plus performance-based bonus
• Full-time position- in office
• Paid Time Off (PTO)
• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Paid holidays
• Ongoing training and professional development
• Career advancement opportunities with a growing residential home services company

What Success Looks Like

You build a team that is excited to come to work, understands exactly what is expected of them, and consistently delivers results.

Call center performance improves. Dispatch efficiency increases. Communication between departments gets stronger. Employees receive consistent coaching and development. Underperformers are addressed, top performers are recognized, and the team works together to achieve company goals.

Why Join Fix-It 24/7?

Fix-It 24/7 is a growing residential home services organization focused on delivering exceptional service to our customers while creating opportunities for our employees to build successful careers.

We are looking for leaders who want to make an impact, build great teams, drive results, and grow alongside the organization.

If you are an experienced Call Center and Dispatch leader who knows how to build culture, develop people, drive KPIs, and create a high-performing operation, we want to hear from you.

Apply today and help us build the strongest Customer Service and Dispatch team in Charleston!

Location: 499 Jessen Ln, Charleston, SC 29492