Office Manager/Call Center & Dispatch Manager at Premier Service Company Inc in Tuscaloosa, Alabama

Job description

• The Office Manager / Call Center & Dispatch Manager is responsible for leading the daily operations of Premier Service Company’s office, customer service/call center, and dispatch departments.
• This position ensures incoming customer opportunities are handled professionally, calls are booked effectively, technicians are dispatched efficiently, customers receive excellent communication, and office personnel are held accountable to established performance standards.
• This is a hands-on leadership position. The manager is expected to actively monitor call center and dispatch activity throughout the day, identify problems before they affect customers or revenue, coach employees, and ensure the office is supporting each service department’s daily goals.
• PRIMARY OBJECTIVE: Maximize booked opportunities, maximize technician productivity, provide an exceptional customer experience, and maintain accountability throughout the office.

Responsibilities

• Call Center Management
• Ensure incoming calls are answered promptly and professionally.
• Maintain a strong call-booking rate and coach CSRs on converting customer calls into booked appointments.
• Review missed, abandoned, and unbooked calls and ensure missed calls are returned promptly.
• Monitor call recordings for quality, professionalism, and booking opportunities.
• Conduct regular CSR coaching and training and hold team members accountable for individual performance goals.
• Ensure accurate customer information, job types, business units, campaigns, and lead sources are entered into ServiceTitan.
• Monitor inbound leads from phone, website, marketing campaigns, memberships, and other sources.
• Ensure unsold or unbooked opportunities receive appropriate follow-up.
• Maintain scripts and call-handling standards, including proper communication of service fees and appointment expectations.
• Dispatch Management
• Ensure technicians are dispatched efficiently based on location, skill set, job type, priority, and revenue opportunity.
• Monitor technician schedules throughout the day and minimize unnecessary downtime.
• Identify schedule gaps and work with the call center to fill available capacity.
• Coordinate with department managers regarding technician availability and workload.
• Monitor jobs that are running longer than expected and identify technicians with excessive downtime.
• Ensure customers receive timely updates regarding arrival times and schedule changes.
• Monitor reschedules, cancellations, holds, and unassigned calls.
• Protect high-value opportunities by assigning the appropriate technician.
• Maintain clear communication between dispatchers, CSRs, technicians, and department managers.
• Daily Capacity & Revenue Management
• Review available technician capacity each morning and determine how many calls are needed by department.
• Compare booked calls against available technician capacity and identify departments that do not have enough calls to meet daily goals.
• Communicate capacity shortages to management and work with CSRs and dispatchers to fill open capacity.
• Monitor same-day cancellations and attempt to replace lost calls.
• Review pending and unscheduled opportunities.
• Help ensure the right technician is sent to the right opportunity.
• Maintain awareness of daily revenue goals by business unit.
• Manage Accounts Receivable/Accounts Payable.
• Customer Experience
• Handle escalated customer concerns and resolve scheduling or communication problems.
• Ensure customers receive appointment confirmations and updates.
• Monitor customer complaints and identify recurring issues.
• Coordinate customer follow-up when service problems occur.
• Support happy calls and post-service customer follow-up.
• Work with managers to resolve customer issues before they become negative reviews or lost customers.
• Office Management
• Establish daily priorities for office staff and conduct daily office/call center huddles.
• Maintain employee schedules and appropriate coverage during lunches, meetings, vacations, and high-call-volume periods.
• Approve or coordinate time-off requests according to company policy.
• Maintain professional office standards.
• Assist with onboarding and training new office employees.
• Develop and maintain office procedures and SOPs.
• Identify workflow problems and recommend improvements.
• Coordinate communication between office personnel and field management.
• Ensure assigned administrative tasks are completed accurately and on time.
• The Office Manager must become highly proficient in ServiceTitan and ensure the office team uses the system correctly. Responsibilities include monitoring and managing:
• Dispatch Board
• Call Booking and Call Recordings
• Customer Records, Job Types, Business Units, and Campaigns
• Leads and Technician Availability
• Reschedules, Cancellations, and Unassigned Jobs
• Pending Jobs and Membership Opportunities
• Customer Follow-Up, Tasks, Reports, and Dashboards
• The manager is responsible for identifying inaccurate or incomplete information and ensuring employees correct it.

Requirements

• Previous office management, call center management, dispatch, or service-industry leadership experience preferred.
• Experience managing multiple employees.
• Strong customer service, communication, organizational, and time-management skills.
• Ability to coach employees and hold them accountable.
• Comfortable working with KPIs and performance reports.
• Strong computer skills and Microsoft Office proficiency.
• ServiceTitan experience strongly preferred.
• Home-service industry experience strongly preferred.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.

Skills

Required

• Strong customer service
• Communication
• Organizational
• Time-management
• Strong computer skills
• Microsoft Office proficiency

Preferred

• ServiceTitan experience
• Home-service industry experience