Customer Service Manager

Call Center & Dispatch Manager

Fix-It 24/7 | Location: 499 Jessen Ln, Charleston, SC 2949

2
Lead the Team. Drive Performance. Build a Winning Cultur

e.
Fix-It 24/7 is looking for an experienced Call Center & Dispatch Manager to lead our Customer Service and Dispatch teams in Charleston,

SC.
This is not a sit-behind-the-desk management position. We are looking for an engaged, high-energy leader who knows how to build an exciting and accountable culture, develop people, improve performance, and ensure our service teams are set up for success every

day.The ideal candidate has experience leading a call center and dispatch operation within the residential home services industry and understands the fast-paced environment of HVAC, plumbing, electrical, or another skilled tr

ade.Compensa

tion
$70,000–$75,000 per year, depending on experi

ence.
What You

• ’ll DoLead, coach, and develop the Call Center and Dispatch teams to achieve company goals and performance expecta
• tions.Build a positive, energetic, competitive, and accountable team culture where employees are excited to come to work and win tog
• ether.Drive daily call center performance, including call counts, booking rates, conversion rates, response times, and other key
• KPIs.Ensure the Dispatch team effectively manages the service board, maximizes technician capacity, and supports company revenue
• goals.Hold team members accountable through consistent coaching, performance management, and clear expecta
• tions.Recruit, interview, hire, onboard, and train high-performing CSRs and Dispat
• chers.Develop and implement training programs to improve communication, customer service, call handling, booking rates, and dispatch effectiv
• eness.Conduct regular one-on-one meetings, team meetings, call reviews, and performance coaching ses
• sions.Monitor dashboards, call reports, and operational metrics to identify opportunities and create action plans for improv
• ement.Work closely with Operations, Service Managers, Sales, Marketing, Recruiting, and other departments to ensure strong communication and alig
• nment.Identify staffing needs and maintain appropriate coverage to support business demands, including nights, weekends, and peak seasons when nece
• ssary.Ensure processes and procedures are consistently followed while identifying opportunities to improve effic
• iency.Create an environment where employees are recognized for great performance while also being held accountable when expectations are no

t met.What We’re Looki

• ng For3 years of management experience leading a Call Center, Customer Service, Dispatch, or similar
• team.Residential home services or skilled trades experience is req
• uired.Experience working in HVAC, plumbing, electrical, or another residential service business strongly pref
• erred.Service Titan experience is req
• uired.Proven ability to manage and improve call center KPIs, booking rates, call volume, and team product
• ivity.Experience managing dispatch operations and working closely with field service
• teams.Strong recruiting, hiring, onboarding, and employee development exper
• ience.Proven ability to train, coach, motivate, and hold employees accoun
• table.Excellent communication skills and the ability to work effectively across multiple depart
• ments.Comfortable having difficult conversations and addressing performance issues quickly and professio
• nally.Strong organizational skills with the ability to manage multiple priorities in a fast-paced enviro
• nment.A competitive, positive, and solutions-focused leadership

style.
Compensation & B

• enefits$70,000–$75,000 per year, plus performance-base
• d bonusFull-time position- in
• officePaid Time Of
• f (PTO)Comprehensive medical, dental, and vision in
• surance401(k) with compan
• y matchPaid h
• olidaysOngoing training and professional deve
• lopmentCareer advancement opportunities with a growing residential home services

company
What Success Lo

oks Like
You build a team that is excited to come to work, understands exactly what is expected of them, and consistently delivers

results.Call center performance improves. Dispatch efficiency increases. Communication between departments gets stronger. Employees receive consistent coaching and development. Underperformers are addressed, top performers are recognized, and the team works together to achieve compa

ny goals.
Why Join Fi

x-It 24/7?Fix-It 24/7 is a growing residential home services organization focused on delivering exceptional service to our customers while creating opportunities for our employees to build successfu

l careers.
We are looking for leaders who want to make an impact, build great teams, drive results, and grow alongside the or

ganization.
If you are an experienced Call Center and Dispatch leader who knows how to build culture, develop people, drive KPIs, and create a high-performing operation, we want to he

ar from you.Apply today and help us build the strongest Customer Service and Dispatch team in

Charleston!
Location: 499 Jessen Ln, Charles