Home Services Call Center Manager - Sales/Dispatch

Pay: $54,000.00 - $72,000.00 per year

Job description:

Job Summary

Our Teams Get to Be Super Heros Everyday in the Pacific Northwest at our 99 year company. Through our trades, skills, collaborations, communication and systems we bring clean water and comfort everyday to our communities in the PNW.

Pay Depends on Formal Training and Skills in:

Management/leadership-

Sales-

Experience in our CRM-

Dispatch experience-

Experience successfully running a call center sales team-

Working in Skilled Trades Environment with Plumbing and HVAC management more than 3 years-

This role starting at base pay rate listed and is insentivised after KPI are met on top of a generous full benifits and pay package.

Must have skills in the following...

Plumbing and HVAC-Strong in Sales and management skills. Call Center Manager runs Dispatch and Sales Representative (CCR) and field team, providing leadership across a broad range of functions, including customer service, employee engagement, keeping a positive motivated culture, utilization of process and systems, high delivery in booking rates and teaching a team the same. Keeping smooth operational efficiency. This role requires strong communication skills, sound judgment under pressure, and a high level of organization. Must have prior experience running a call center and dispatching in the skilled trades service industry. Grow into a sales manager for D and F Plumbing Heating and Cooling. Must have background in sales, dispatch and extremely strong management team skills. Must have experience in a plumbing or hvac service management position.

Do not apply if you do not have experience. We are looking for higher level skilled individual that can run the full show. Pivot, wear multiple hats, problem solving, major collaboration, think outside the box, must be creative in booking work for our field team, be able to drive a team forward and making fast good decisions for company best practice, and work hard to own the role. The person doing well in this role will have a sales background, detailed and organized, leadership skills, love tetris and puzzles because that is the constant day of scheduling techs. Must be very familiar with Portland and surrounding roads.

Additionally...

Success in this position involves setting clear expectations, establishing consistent workflows, and driving results through process improvement. A working knowledge of ServiceTitan is essential, as the manager will be responsible for optimizing its use within daily operations. In addition, the role is accountable for developing the call center in a way that supports long-term revenue growth through improved booking rates, efficient scheduling, and elevated customer experience.

The Call Center Manager is a key part of D&F Plumbing, Heating, and Cooling’s long-standing commitment to quality service and internal collaboration. This role directly supports the company’s continued growth and evolution while contributing to a positive and high-performing.

D and F Enjoys seeing employees thrive and grow to the next level of skill and compensation. We thrive in providing great careers in the Northwest.

Responsibilities

Team Leadership & Coaching

• Lead, coach, and develop the CCR and Dispatch team to meet high-performance standards.
• Set clear goals and drive individual and team call conversion rates of 85%+.
• Provide regular feedback through call audits, job performance reviews, and one-on-one coaching sessions.
• Update onboarding and training programs to improve service quality, sales effectiveness, and customer trust.
• Implement and manage team incentive programs to boost morale and results.

Operational Oversight

• Oversee daily CCR and Dispatch operations to ensure efficient workflow and excellent customer experience.
• Direct schedules for maximum coverage and efficiency.
• Actively assist with customer calls, bookings, inquiries, complaints, and scheduling to set the standard for service excellence.
• Manage call volume, staffing, break schedules, and after-hours coverage to prevent missed or abandoned calls.
• Develop and enforce procedures for follow-up on missed calls and recovery of potential leads.

Software & Process Management

• Serve as a ServiceTitan expert, training team members and improving workflows through the platform.
• Utilize systems such as Google Workspace, Dialpad, and internal reporting portals to optimize performance.
• Continuously evaluate and refine call center systems to improve accuracy, speed, and efficiency.

Administrative Support & Reporting

• Track and analyze call conversion metrics, customer interactions, and forecast marketing needs based on demand.
• Ensure proper documentation of all customer communications while upholding confidentiality and data privacy.
• Collaborate with the Service Manager and Project Coordinator to align on process improvement and team accountability.
• Provide occasional support for invoicing, payments, and billing accuracy.

Recruiting, Policy & Brand Alignment

• Recruit, hire, train, and onboard new CCR/Dispatch team members.
• Ensure strict adherence to communication protocols, scripts, and internal policies.
• Regularly review and improve call scripts in partnership with leadership to enhance customer engagement.
• Represent and promote the D&F Plumbing, Heating & Cooling brand and uphold company values in all interactions.

Additional Duties

• Occasionally visit job sites to ensure consistent customer service experience and brand presentation.
• Step in as needed to alleviate workload and maintain service standards across departments.

Skills & Qualifications

• 5+ years of management experience in plumbing, HVAC, or related service industries.
• Proficient in ServiceTitan with experience improving workflows and team performance.
• Reliable and punctual with a strong attendance record.
• Self-motivated leader with proven skills in coaching, team development, and accountability.
• Strong problem-solving and process improvement abilities.
• Must follow Branding, Process, Sop's and have clear communication with management.
• Experience with reporting, forecasting, and supporting cost-effective marketing decisions.
• Basic understanding of accounts receivable, including invoicing and payment processes.
• Familiarity with company values, standards, and annual goals.
• Computer proficient with accurate typing skills (50+ WPM).
• Physically able to sit or stand for long periods and lift up to 40 pounds.

Job Types: Full-time, Part-time

Pay: $27.00 - $33.00 per hour

Work Location: Hybrid remote in Vancouver, WA 98682