Customer Service and Dispatch Manager at CGC Home Services

Howell, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Jul, 26

Salary

0.0

Posted On

23 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Dispatching, Call center management, ServiceTitan, Route optimization, Customer service leadership, KPI management, Team coaching, Performance management, Scheduling, Data analysis, Conflict resolution, Plumbing industry knowledge, Water treatment industry knowledge, Communication, Workflow improvement

Industry

Retail

Description

We only HIRE the BEST! Who We Are: We are a high-growth, high-performance plumbing and water treatment company with a relentless focus on serving and impacting our communities. Our goal is to be the #1 Kinetico Water Treatment dealer and the largest plumbing company in our market. Who You Are: A results-driven Customer Service & Dispatch Manager to lead our call center and dispatch operations. This role owns the daily schedule, drives booking performance, and ensures a high-level customer experience from first call through job completion. Experience with ServiceTitan is strongly preferred, as this role requires hands-on management of the dispatch board, call tracking, and reporting. You are always improving and learning from others. You actively seek out mentorship, coaching, and new techniques to sharpen your edge Key Responsibilities: Dispatch & Scheduling Management Own and actively manage the ServiceTitan dispatch board Optimize technician routes, reduce drive time, and eliminate schedule gaps Match calls to technician skillsets to maximize revenue and efficiency Make real-time adjustments throughout the day to hit production targets Call Center Leadership Lead and coach CSR team to improve: Booking %, Call conversion rates, Call control and tone Revenue & KPI Ownership Track and improve: Booking %, Lead conversion Technician utilization, Average ticket (through proper scheduling) Customer Experience Ensure consistent, professional communication with customers Resolve escalated issues quickly and effectively Maintain strong follow-up and communication processes Team Leadership Daily huddles + weekly 1:1s Performance management and accountability Systems & Process Ensure accurate use of ServiceTitan across team Improve workflows for scheduling, communication, and follow-up Maintain clean data for reporting and decision-making Skills and Experience we are looking for: 3+ years in dispatch, call center, or customer service leadership Experience with ServiceTitan preferred (or similar platform) Home services experience (plumbing, HVAC, water treatment) strongly preferred Strong understanding of dispatching and route optimization Proven leadership and accountability mindset Data-driven and comfortable managing KPIs What We Offer: Competitive pay structure Opportunity to directly influence revenue and operations Career Growth Opportunities- we promote from within! A Highly Competitive, High-Energy Culture- you will be surrounded by A-players. Best-in-Class Training & Coaching- we invest in your success. Industry-Leading Products & Services Ready to drive our business to new levels? If you're a highly competitive, self-driven leader ready to Grow our Water Treatment and Plumbing Service, we want to talk to you. Apply Now!

Responsibilities

The Customer Service and Dispatch Manager will lead call center and dispatch operations to optimize technician routes and maximize revenue. This role is responsible for coaching the CSR team, tracking KPIs, and ensuring a high-level customer experience.