Office Manager​/Call Center & Dispatch Manager

OFFICE MANAGER / CALL CENTER & DISPATCH MANAGER

Premier Service Company, Inc.

Office Operations / Call Center / Dispatch

General Manager / Service Manager

Full-Time

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.

• 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 Service Titan.
• 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.

• 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.

• 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.

• 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…