{"id":1700425,"url":"https://alion.io/job/high-5-plumbing-call-center-dispatch-manager","title":"Call Center & Dispatch Manager","company":{"id":3854292,"name":"High 5 Plumbing","domain":"high5plumbing.com","url":"https://alion.io/company/high-5-plumbing","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Golden, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":155000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":565},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-01T17:01:53Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-18T07:19:55Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Description\nAt High 5 Plumbing, Heating, Cooling & Electric, our Call Center & Dispatch team is the heartbeat of the operation. We’re looking for a leader who can coach a great team, keep our HVAC, plumbing, and electrical technicians moving, and make sure our customers get the 5-star experience they called us for. If you love a fast-paced environment, solving scheduling puzzles, developing people, and turning a crazy Monday into a smooth operation, we might have the job for you.\nWhy Join Us?\nCompetitive Compensation: Annual Salary of $65,000-$80,000 plus bonus opportunities.\nWeekly Pay: Get paid every Monday!\nBenefits: Medical, dental, vision, and life insurance coverage for you and your family.\nCompany-Matched 401(k): Invest in your future with employer contributions.\nPaid Holidays + PTO: Enjoy paid company holidays in addition to accrued Paid Time Off.\nCareer Growth & Training: Access ongoing professional development from some of the best trainers in the industry.\nResponsibilities\nThe Call Center & Dispatch Manager is responsible for leading the customer service and dispatch teams to ensure an exceptional customer experience from the first phone call through technician arrival. This position oversees daily call center and dispatch operations across our HVAC, plumbing, and electrical departments, with a strong focus on call booking, schedule management, technician utilization, customer communication, and operational performance.\nCall Center Management\nLead, coach, train, and develop Customer Service Representatives (CSRs) and call center staff.\nMonitor inbound call volume, answer rates, abandoned calls, booking rates, call quality, and other key call center metrics.\nEnsure CSRs consistently follow approved scripts, booking procedures, and customer service standards.\nReview recorded calls and provide regular coaching and feedback.\nTrain team members on handling objections, difficult customers, emergency calls, membership opportunities, and appropriate call prioritization.\nEnsure calls, texts, emails, web leads, and other customer inquiries are responded to promptly.\nEstablish performance expectations and hold team members accountable to individual and department goals.\nAssist with hiring, onboarding, training, scheduling, and performance management of call center employees.\nIdentify trends that may impact booking rates, customer satisfaction, or department performance.\nDispatch Management\nLead and support dispatchers responsible for HVAC, plumbing, and electrical service technicians.\nOversee daily technician schedules and ensure calls are assigned appropriately based on technician skill set, location, availability, and customer needs.\nContinuously monitor the schedule and make adjustments throughout the day to maximize technician productivity and customer service.\nWork to minimize downtime, excessive drive time, scheduling gaps, and unnecessary overtime.\nPrioritize emergency, high-opportunity, warranty, maintenance, and service calls appropriately.\nEnsure customers receive timely updates regarding technician arrival times, delays, or schedule changes.\nCoordinate closely with HVAC, plumbing, and electrical service managers regarding technician capacity, skill levels, call priorities, and scheduling needs.\nMonitor technicians' progress throughout the day and proactively address schedule issues.\nHelp ensure the right technician is sent to the right call based on skill level and opportunity.\nManage same-day scheduling challenges, call-outs, cancellations, reschedules, and emergency requests.\nPerformance Management\nUtilize ServiceTitan to manage and monitor call center and dispatch operations.\nMaintain accurate customer, job, technician, and scheduling information.\nMonitor department KPIs and create accountability around performance.\nReview dashboards and reports to identify operational trends and opportunities for improvement.\nPartner with leadership to improve processes, workflows, call handling, scheduling, and technician utilization.\nLeadership\nBuild a positive, accountable, and customer-focused team culture.\nConduct regular one-on-one meetings, coaching sessions, and team meetings.\nEstablish clear expectations and measurable performance goals.\nRecognize strong performance while promptly addressing performance or attendance concerns.\nDevelop standardized processes and training materials for CSRs and dispatchers.\nIdentify training gaps and provide ongoing development.\nServe as the escalation point for complex customer, scheduling, and employee issues.\nCollaborate with department managers, operations leadership, marketing, recruiting, and other departments.\nRequirements\n3+ years of experience in call center, dispatch, customer service, or operations.\nPrevious residential HVAC, plumbing, electrical, or other home-services experience.\nServiceTitan experience strongly preferred.\nExperience managing both CSRs and dispatchers.\n1+ year of leadership, supervisory, or management experience.\nExperience managing employees in a fast-paced, high-volume environment.\nStrong understanding of scheduling and dispatch operations.\nExperience tracking and managing KPIs and employee performance.\nStrong coaching, communication, and conflict-resolution skills.\nAbility to make quick decisions and reprioritize throughout the day.\nStrong organizational skills and attention to detail.\nAbility to work effectively with field technicians and multiple department leaders.\nStrong customer service mindset with the ability to handle escalated situations professionally.","description_format":"text","description_chars":5536,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":1,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Insurance coverage","Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T13:05:59Z"}],"visa":[],"liveness":{"score":72,"band":"hot","label":"Hiring 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