Job Description

Job Opportunity: Call Center/Dispatcher Manager

At our long-standing establishment in Chattanooga, we prioritize continuous growth by selectively bringing on board the best talent. Our customers love us for our unwavering commitment to excellence. While you may have seen our trucks and ads, what you may not know is what it's like to be part of a team that truly appreciates dedication and quality work.

In this role, you will lead a staff of 8 Customer Services Reps and Dispatchers, along with leads, who book and schedule service calls and do whatever is necessary to achieve department-booked calls and sales goals.

What we offer:

• Provide Stability: With a robust history spanning over 30 years in the industry, we offer a foundation of stability you can rely on.
• Professional, Team-Oriented Work Environment: Join a workplace that values professionalism and fosters a collaborative team spirit.
• Company Events: Engage in various company events that promote camaraderie and team bonding.
• Weekly Training: Benefit from ongoing weekly training sessions to continuously enhance your skills and stay updated in your field.
• Opportunities for Advancement: As we grow, so do the opportunities for career progression within our organization.
• Supportive Management: Experience a supportive management team that is dedicated to your success and professional development.
• Competitive Wages plus Spiffs: Enjoy competitive compensation packages along with additional incentives to recognize and reward your efforts.

Benefits for the Call Center/Dispatch Manager:

• Health, Vision, Dental Insurance paid for by the Company
• 401K with Company Match
• Generous PTO and Paid Holidays
• Weekly, Monthly, and Quarterly Trainings
• Company Events
• Short-Term Disability
• Long-Term Disability
• Growth Opportunities
• Competitive Pay Ranges - $70,000 to $85,000 plus monthly bonus potential based on monthly GP achieved.

Responsibilities of the Call Center/Dispatcher Manager:

• Lead and Train Staff: Provide leadership and training to staff, equipping them with effective techniques to convert calls into booked service appointments.
• Dispatch Management: Oversee the dispatch process, ensuring the optimal match of technicians to each job.
• Call Script Development: Author and refine call scripts for clarity, compelling content, and increased appointment bookings.
• Market Expertise: Develop expertise in the market, understanding customer needs, and devising strategies for effective customer engagement.
• Performance Monitoring: Monitor staff performance, review recorded calls, and offer guidance to enhance sales promotion.
• Coaching and Training Platform: Formalize a coaching and training platform that is both cost-effective and measurable.
• Employee Engagement: Demonstrate how individual contributions matter to the company's overall success, fostering a sense of purpose among employees.
• Staffing Optimization: Ensure sufficient staffing levels to meet business demand, addressing seasonal spikes effectively.

Duties for the Call Center/Dispatcher Manager:

• Minimum 2+ years of leading a call center or team of dispatchers.
• Inspire both personal and professional growth in team members, cultivating a culture of continuous improvement.
• Drive a commitment to unparalleled customer satisfaction among team members.
• Motivate and guide the team to achieve all business goals and objectives.
• Display a high level of detail orientation, demonstrating organizational skills and multitasking ability.
• Effectively convey confident and decisive messages in a fast-paced, goal-driven environment.
• Demonstrate proficiency in using computers and Microsoft Office applications, including Excel, Word, and PowerPoint.
• Humility is a must!
• Must pass a Background Check and Drug Screen.

Join us, not just for a job, but for a fulfilling career with ample room for growth and opportunities to shine. We are a dedicated team of home service experts, go above and beyond to ensure optimal performance for plumbing, heating, and air conditioning systems in homes.

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