Customer Experience and Dispatch Operations Manager (Home Services)

Job Description

Job Description

Step into the hub where great service begins

As the Customer Experience and Dispatch Operations Manager, you’ll orchestrate the daily flow of our Customer Service and Dispatch teams. Your mission: create exceptional customer experiences, keep the schedule full, and help our technicians be as productive as possible—all while driving revenue and efficiency.

Picture your day: you’re guiding CSRs and Dispatchers through a steady stream of calls and chats, helping with escalations, fine-tuning schedules in real time, and reviewing yesterday’s unbooked calls to turn missed chances into appointments. You’re keeping a close eye on KPIs, partnering with Dispatch to optimize routes for plumbing and electrical technicians, and ensuring every marketing lead receives prompt, professional follow-up.

What you’ll lead

• Daily leadership, coaching, and accountability for Customer Service Representatives and Dispatchers to ensure top-tier service, scheduling precision, and operational excellence.
• Oversight of inbound communications from customers, vendors, and partners; hands-on support with escalations, call routing, appointment booking, and complex inquiries.
• Primary ownership of customer concern resolution, delivering a best-in-class experience from first contact to follow-up.
• Close partnership with Dispatch to keep plumbing and electrical routes optimized and same-day opportunities captured.
• Full lifecycle talent management: recruit, onboard, train, mentor, and develop team members on processes, offerings, service standards, and performance expectations.
• Management of inbound leads across Google, Yelp, Podium, Angi, HomeAdvisor, social channels, website forms, chat, and referrals—ensuring swift contact and conversion.
• Daily review of unbooked calls and execution of appointment recovery tactics to boost conversion.
• Outbound campaigns targeting maintenance customers, unsold estimates, membership renewals, aging equipment, deferred repairs, seasonal promos, and other revenue drivers.
• Maintenance of a consistently full multi-day schedule by balancing capacity across plumbing and electrical teams.
• Deep use of ServiceTitan to schedule, monitor call recordings, review KPIs, track lead conversion, and align capacity with business goals.
• Professional, prompt responses to emails, online chats, text messages, and web inquiries.
• Accurate source and campaign tagging in ServiceTitan to safeguard data integrity and measure marketing ROI.
• Tracking of critical KPIs: booking and abandonment rates, response times, average speed to answer, outbound conversion, and customer satisfaction.
• Achievement of booking outcomes, including a minimum 95% booking rate on qualified service calls and maximized conversion of inbound opportunities.
• Preparation of daily, weekly, and monthly reports covering call center metrics, booking performance, staffing updates, and productivity.
• Strategic partnership with the Director of Operations and department leaders on staffing, initiatives, and process improvement.
• Creation and management of staffing schedules for CSRs and Dispatchers, including evenings, weekends, holidays, and on-call rotations.
• Ongoing coaching, performance documentation, and training to elevate service skills, sales performance, and scheduling accuracy.
• Regular evaluations with individualized growth plans for team members.
• Calculation of performance-based incentives and commissions each pay period.
• Ensure compliance with all California labor laws, including meal periods, rest breaks, attendance policies, and wage and hour requirements.
• Cultivation of a positive, accountable, high-performance culture centered on customer satisfaction and continuous improvement.

What success looks like

• Lead with professionalism and accountability while modeling world-class service.
• Build and sustain a high-performing call center that maximizes bookings, retention, and technician productivity.
• Use data and reporting to spot trends, refine processes, and deliver measurable gains.
• Stay calm and solution-focused while juggling multiple priorities in a fast-paced environment.
• Inspire, motivate, and develop people through coaching, recognition, and continuous feedback.
• Uphold company policies, safety standards, labor laws, and operational procedures.
• Collaborate closely with Service, Plumbing, Electrical, Sales, and Management teams to support growth and operational excellence.
• Champion a customer-first culture grounded in professionalism, quality workmanship, and exceptional service.

Preferred qualifications

• 5+ years in call center leadership, ideally within plumbing, electrical, HVAC, or related residential home services.
• Strong command of ServiceTitan or comparable field service management software.
• Proven expertise in dispatch operations, scheduling, customer service, and KPI management.
• Exceptional leadership, communication, conflict resolution, and coaching abilities.
• Highly organized, adept at prioritizing in a fast-moving setting.
• Proficiency with Microsoft Office Suite and CRM platforms.
• Analytical mindset with a track record of process improvements that lift efficiency and customer satisfaction.