Job Description

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.

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

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.

We are an equal opportunity employer.

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