CSR/Dispatch Manager
Lead the Team Behind an Exceptional Customer Experience
At Dallas Plumbing, we know that great service starts with the first phone call. We're looking for an experienced Dispatcher / CSR Manager to lead our Customer Service and Dispatch teams, ensuring every customer receives outstanding service while maximizing technician efficiency and daily operations.
This is a hands-on leadership role for someone who thrives in a fast-paced home services environment and enjoys coaching teams, improving processes, and delivering results.
Position Summary
The Dispatcher / CSR Manager oversees the daily operations of the Customer Service and Dispatch departments. This role is responsible for leading the CSR and dispatch teams, managing technician scheduling, monitoring key performance metrics, and creating an exceptional customer experience from the initial call through job completion.
Responsibilities
Lead, coach, and develop the CSR and Dispatch teams.
Hire, onboard, and train new team members.
Oversee daily scheduling and dispatching of plumbing technicians.
Optimize technician routes and productivity to maximize efficiency.
Monitor call quality and provide coaching to improve customer interactions.
Handle escalated customer concerns and ensure timely resolution.
Track department KPIs, including booking rates, technician utilization, call metrics, and customer satisfaction.
Identify process improvements and implement best practices.
Develop and maintain department SOPs and training materials.
Partner with the General Manager, Service Managers, and field teams to support company goals.
Qualifications
Minimum 3 years of leadership experience managing a Dispatch, CSR, or Call Center team.
Experience in the home services industry (plumbing, HVAC, electrical, or similar).
Strong understanding of dispatching, scheduling, and customer service operations.
Experience coaching employees using performance metrics and KPIs.
Excellent communication, organizational, and problem-solving skills.
Ability to thrive in a fast-paced environment while managing multiple priorities.
Experience with ServiceTitan or similar field service software.
Why Join Dallas Plumbing?
Competitive salary with bonus opportunities.
Opportunity to lead a growing customer service and dispatch team.
Career advancement with a growing residential plumbing company.
Collaborative leadership team that values your ideas and contributions.
Comprehensive benefits package including medical, dental, vision, paid time off, paid holidays, and 401(k), where applicable.