Dispatcher/ Call Center Manager

Dispatcher / Call Center Manager

Position Summary

Krise Services is seeking an experienced Dispatcher / Call Center Manager to lead our customer service and field operations coordination. This is a fast-paced role managing incoming calls, scheduling jobs across our Electrical, HVAC, Plumbing, and Water Treatment divisions, and supporting our technicians in the field. You'll be the operational hub that keeps jobs flowing smoothly and customers satisfied. You report directly to operations leadership and own the day-to-day rhythm of the company.

Key Responsibilities

• Answer and handle customer calls professionally—qualify needs, set expectations, collect information, and route to appropriate departments
• Dispatch technicians to service calls, manage real-time routing, respond to priority changes, and coordinate with field teams throughout the day
• Manage the service appointment schedule across multiple trades—enter jobs, update status, confirm technician arrival, and close out calls in our ServiceTitan system
• Lead and oversee the call center team—train, schedule, monitor performance, coach for quality, and hold the team accountable to SLAs
• Manage customer follow-up, resolve billing questions and service complaints, and escalate complex issues to management
• Monitor and report KPIs—call volume, wait times, dispatch accuracy, customer satisfaction, and team productivity
• Coordinate with technicians to address equipment needs, supply issues, and job priorities in the field
• Maintain accurate records and documentation in ServiceTitan and other operational systems

Required Qualifications

• Minimum 2–3 years of call center, dispatch, or field operations experience
• Demonstrated ability to manage multiple calls and priorities simultaneously without losing details
• Experience with dispatch software or field service management systems (ServiceTitan preferred but not required)
• Strong customer service skills and a professional, calm demeanor even under pressure
• Ability to lead and motivate a small team, provide feedback, and follow through on performance expectations
• Proficiency with Microsoft Office and ability to learn new software quickly
• Reliable transportation and valid driver's license

Preferred Qualifications

• Experience in home services, HVAC, plumbing, electrical, or construction industries
• Knowledge of ServiceTitan platform
• Experience managing or supervising call center or dispatch operations
• Track record of improving team productivity or customer satisfaction metrics

What We Offer

• Competitive salary commensurate with experience
• Health insurance, retirement plan, and paid time off
• Opportunity to lead a critical operations function in a growing, multi-trade contractor

Pay: From $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Credit union membership
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• Call center management: 3 years (Required)

Work Location: In person