Customer Service & Dispatch Manager

• Manage dispatch and customer service personnel including domestic overseas and AI-assisted dispatch operations.
• Establish clear performance expectations service standards and accountability measures.
• Ensure customers receive professional timely and empathetic service throughout their experience.
• Collaborate with operations construction and sales teams to ensure seamless customer communication.
• Oversee daily dispatch activities to ensure efficient production scheduling.
• Lead storm event readiness and response efforts including staffing coordination dispatch operations scheduling and communication.
• Conduct regular quality control reviews of customer interactions and dispatch activities.
• Evaluate and recommend improvements to dispatch systems customer service processes and AI-assisted workflows to improve efficiency and service delivery.
• Track analyze and report metrics including customer satisfaction scheduling efficiency and quality assurance results.
• Develop and deliver training programs to ensure team efficiency.
• Manage team performance and expectations.

• Bachelors degree in Business Operations Management Communications or related field preferred.
• Minimum 5 years of leadership experience in dispatch customer service call center operations restoration services or related industries.
• Experience managing remote overseas or outsourced teams required.
• Experience utilizing AI-enabled customer service scheduling or dispatch technologies preferred.
• Experience in restoration construction or service-based industries strongly preferred.
• Strong leadership coaching and team development skills.
• Exceptional customer service and conflict resolution abilities.
• Excellent organizational and multitasking capabilities.
• Strong analytical and reporting skills.
• Ability to make sound decisions in high-pressure situations.
• Strong verbal and written communication skills
• Proficiency with CRM systems reporting platforms and Microsoft Office applications
• Availability for after-hours weekend and holiday work is required during storm events emergencies peak operational periods or other business needs.

• A respected brand with nationwide recognition
• A dynamic team-oriented culture that supports your success
• Competitive salary
• Company laptop and cell phone
• Comprehensive benefits package
• 401(k) with Company match
• Paid vacation holidays

At SERVPRO you can make a positive difference in peoples lives each and every day! Were seeking self-motivated proactive responsible and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2000 franchises all over the country finding exciting and rewarding SERVPRO career opportunities near you is easy! We look forward to hearing from you.

All employees of a SERVPRO Franchise are hired by employed by and under the sole supervision and control of an independently owned and operated SERVPRO Franchise. SERVPRO Franchise employees are not employed by jointly employed by agents of or under the supervision or control of Servpro Franchisor LLC in any manner whatsoever.