What are the responsibilities and job description for the Call Center and Dispatch Manager position at ThermalWorks?
Thermal Works LLC has an exciting opportunity for a Call Center and Dispatch Manager to join our team, working directly with the Service Manager, Service Technicians, Spare Parts Associates, Dispatchers, and focusing on the service department call center, processing service tickets, and ensuring complete documentation. The Call Center and Dispatch Manager needs to be agile, professional, trustworthy with confidential information, and comfortable in a rapidly changing environment. The right person can work equally as well independently as with a team.
Thermal Works values efficiency and strives to maintain smooth operations. Our primary focus is on providing an integrated cooling system for data centers and commercial buildings that dramatically reduces the energy demand, water consumption and cost of cooling. It transforms the economics and eco-metrics of commercial cooling with zero water solutions that outperform air- and water-cooled systems in any climate.
Thermal Works solutions are sustainable and cutting-edge. For that reason, we are highly selective about the people we bring on board because our work depends on it. Change and progress happen quickly, and we must be able to trust one another to be honest, communicative, reliable, and self-motivated. We seek ultra-creatives and superstar performers with a sense of humility and a hunger to make a positive impact in the world. We offer flexibility and endless growth opportunities to those who can harness their skills and talents and identify how and where to use them to add value. Thermal Works is one of several “inspired infrastructure” companies that work collaboratively under our parent company, Endeavour Energy, LLC. At the heart of this ecosystem is a diverse group of bright, passionate, dedicated people, working together to make a real difference for people and the planet. Thermal Works is looking for someone to join our team to help us move the needle towards sustainable change. Are you ready to join the journey?
Key Responsibilities
Include But Are Not Limited To
Education / Experience
Enjoy…
A fast-paced, entrepreneurial culture focused on innovation.
A flexible, autonomous work environment.
A culture of respect, learning, and excellence.
Experienced, highly talented experts as team peers.
Growth and travel opportunities.
A team of change-makers having a significant impact on people and the planet.
About Our Parent Company, Endeavour Energy
Endeavour is the main hub—a self-sustaining incubation platform for innovation—within a larger ecosystem focused on sustainable infrastructure. It provides the space, time, and all necessary resources to take advanced technologies from ideation through development to launch. Every day we are helping innovators to develop and launch global solutions to tackle global challenges, which is no easy task. Our teams work extremely hard because we all believe in Endeavour’s mission: to guarantee clean water and renewable energy to everyone, everywhere. We are working hard to decentralize infrastructure and deploy innovative energy, water, and waste treatment solutions that are more sustainable and more profitable than those currently in existence. Our team of passionate change-makers want to leave the world better than the way we found it. Endeavour prides itself on hiring talented, highly motivated people because that’s what our mission requires. There is a strong sense of camaraderie between good-natured people who bring their A-game to work, every day, to make a difference. To work at Endeavour is to know that you are part of something special—something bigger than yourself.
Today, we’re deploying solutions that are immediately scalable and profitable, including EV charging, data center cooling, and waste to fuel systems. As we look to the future, Endeavour intends to remain at the forefront of innovation, taking on grander challenges based on the needs of our clients and of local economies. We hope that our Sustainable Habitat for Innovation towards a Purpose (SHIP) will be a model that inspires people and businesses to #jointhejourney so that together we can combine the best of what technology and the natural world can offer to ensure a regenerative/sustainable world for generations to come.
Position: Call Center and Dispatch Manager
Full-Time or Part-Time: Full-Time
Reports to: COO
Location: United States (Remote)
Contact: recruiting@endeavourii.com
Thermal Works values efficiency and strives to maintain smooth operations. Our primary focus is on providing an integrated cooling system for data centers and commercial buildings that dramatically reduces the energy demand, water consumption and cost of cooling. It transforms the economics and eco-metrics of commercial cooling with zero water solutions that outperform air- and water-cooled systems in any climate.
Thermal Works solutions are sustainable and cutting-edge. For that reason, we are highly selective about the people we bring on board because our work depends on it. Change and progress happen quickly, and we must be able to trust one another to be honest, communicative, reliable, and self-motivated. We seek ultra-creatives and superstar performers with a sense of humility and a hunger to make a positive impact in the world. We offer flexibility and endless growth opportunities to those who can harness their skills and talents and identify how and where to use them to add value. Thermal Works is one of several “inspired infrastructure” companies that work collaboratively under our parent company, Endeavour Energy, LLC. At the heart of this ecosystem is a diverse group of bright, passionate, dedicated people, working together to make a real difference for people and the planet. Thermal Works is looking for someone to join our team to help us move the needle towards sustainable change. Are you ready to join the journey?
Key Responsibilities
Include But Are Not Limited To
- Lead, train, and mentor a team of Customer Support Specialists and Service Coordinators.
- Schedule and manage 24/7 coverage rotations, ensuring proper staffing during all shifts.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Develop and enforce standard operating procedures (SOPs) for dispatching, call handling, and documentation.
- Oversee all incoming service calls and ensure they are categorized, prioritized, and dispatched appropriately.
- Monitor ticket queues and workload distribution to ensure timely resolution and balanced workloads across shifts.
- Review service documentation, work tickets, and reports for accuracy and completeness.
- Coordinate escalation of urgent or high-priority service events with Operations leadership and field management.
- Identify and implement workflow improvements, automation opportunities, and system enhancements.
- Track and report KPIs such as response time, resolution time, accuracy of dispatching, and customer satisfaction.
- Collaborate with Quality Assurance and Training to address recurring issues or trends.
- Support integration and optimization of service management software tools.
- Partner with the Spare Parts Department to streamline parts ordering and delivery for field jobs.
- Work closely with the Field Service and Operations teams to align technician scheduling and regional coverage.
- Communicate with customers, vendors, and internal stakeholders to ensure clarity and accountability.
- Prepare daily, weekly, and monthly performance summaries for senior leadership.
- Manage contractor relationships and verify compliance with ThermalWorks’ service and documentation standards.
- Review and approve contractor invoices and service logs for accuracy.
Education / Experience
- Associate or Bachelor’s degree preferred (Business, Operations, or related field).
- 5 years of experience in a service dispatch, call center, or operations environment.
- 2 years of experience in a supervisory or managerial capacity.
- Strong knowledge of service ticketing or field management systems.
- Excellent communication, problem-solving, and decision-making skills.
- Demonstrated ability to lead teams in a high-volume, time-sensitive environment.
- Proficiency in Microsoft Office Suite and CRM or ERP software.
- Ability to manage shift-based operations, including occasional night or weekend oversight.
- Experience in HVAC, industrial service, or technical field operations.
- Proven track record of improving customer service performance metrics.
- Familiarity with remote monitoring, field dispatching tools, or workforce management systems.
- Strong analytical mindset and commitment to continuous improvement.
- Professional, customer-focused approach with attention to accuracy and accountability.
Enjoy…
A fast-paced, entrepreneurial culture focused on innovation.
A flexible, autonomous work environment.
A culture of respect, learning, and excellence.
Experienced, highly talented experts as team peers.
Growth and travel opportunities.
A team of change-makers having a significant impact on people and the planet.
About Our Parent Company, Endeavour Energy
Endeavour is the main hub—a self-sustaining incubation platform for innovation—within a larger ecosystem focused on sustainable infrastructure. It provides the space, time, and all necessary resources to take advanced technologies from ideation through development to launch. Every day we are helping innovators to develop and launch global solutions to tackle global challenges, which is no easy task. Our teams work extremely hard because we all believe in Endeavour’s mission: to guarantee clean water and renewable energy to everyone, everywhere. We are working hard to decentralize infrastructure and deploy innovative energy, water, and waste treatment solutions that are more sustainable and more profitable than those currently in existence. Our team of passionate change-makers want to leave the world better than the way we found it. Endeavour prides itself on hiring talented, highly motivated people because that’s what our mission requires. There is a strong sense of camaraderie between good-natured people who bring their A-game to work, every day, to make a difference. To work at Endeavour is to know that you are part of something special—something bigger than yourself.
Today, we’re deploying solutions that are immediately scalable and profitable, including EV charging, data center cooling, and waste to fuel systems. As we look to the future, Endeavour intends to remain at the forefront of innovation, taking on grander challenges based on the needs of our clients and of local economies. We hope that our Sustainable Habitat for Innovation towards a Purpose (SHIP) will be a model that inspires people and businesses to #jointhejourney so that together we can combine the best of what technology and the natural world can offer to ensure a regenerative/sustainable world for generations to come.
Position: Call Center and Dispatch Manager
Full-Time or Part-Time: Full-Time
Reports to: COO
Location: United States (Remote)
Contact: recruiting@endeavourii.com