Call Center Manager – Lead Customer Service & Dispatch

About the role

As the Call Center Manager at Seaside Plumbing, you will lead the Customer Service and Dispatch teams, shaping the first interactions homeowners have with the company and ensuring seamless coordination with field technicians.

Key responsibilities

• Lead, coach, develop, and hold accountable Customer Service Representatives and Dispatchers.
• Establish clear expectations, KPIs, and consistent coaching rhythms for both teams.
• Monitor calls, bookings, dispatches and performance metrics to identify improvement opportunities.
• Oversee staffing and scheduling to match call volume, technician capacity and seasonal demand.

Required profile

• 4+ years of leadership or management experience in a call center, customer service, dispatch or similar environment.
• Proven track record of improving individual and team performance.
• Strong communication, problem‑solving and organizational abilities.
• Willingness to engage in difficult conversations and hold people accountable.

Required skills

• Experience with ServiceTitan and/or DispatchPro (preferred).
• Proficiency in Microsoft Excel.
• Familiarity with call center phone systems, call recording and dashboards.
• Comfort using CRM systems and performance reporting tools.

What we offer

• Competitive salary $55,000–$75,000 based on experience.
• 100% paid health, dental and vision insurance for you and your family.
• $15,000 company‑paid life insurance with upgrade options.
• 401(k) with 4% company match and profit sharing.
• Paid vacation, sick time and holidays; no emergency on‑call.
• Ongoing paid training and professional development.