Managing CSR/​Dispatcher - Remote

About the Role

We are seeking a dedicated Managing CSR/Dispatcher to join our team in a fully remote capacity. As a Managing CSR/Dispatcher, you will play a crucial role in overseeing customer service representatives and dispatching operations. This position offers the flexibility to work from home while ensuring that our customers receive exceptional service. You will be responsible for coordinating schedules, managing communication, and optimizing routing for our service teams.

What You'll Do

• Lead and manage a team of customer service representatives, ensuring high levels of performance and customer satisfaction.
• Oversee dispatch operations to ensure timely and efficient service delivery.
• Implement and monitor metrics to drive performance improvements within the team.
• Coordinate with service technicians to optimize routing and scheduling.
• Handle customer inquiries and resolve issues promptly and effectively.
• Provide training and support to new team members, fostering a collaborative work environment.
• Utilize ServiceTitan and other tools to manage schedules and track performance.
• Prepare reports on team performance and customer feedback for management review.

Requirements

• 2-5 years of experience in customer service management or dispatching.
• Strong leadership skills with the ability to motivate and manage a remote team.
• Excellent communication skills, both verbal and written.
• Proficiency in using scheduling and dispatching software, preferably ServiceTitan.
• Ability to analyze metrics and implement improvements based on data-driven insights.
• Strong organizational skills and attention to detail.
• Experience in the home services or logistics industry is a plus.

Nice to Have

• Experience with customer relationship management (CRM) systems.
• Knowledge of billing reconciliation and invoice management.
• Familiarity with warehouse management processes.

What We Offer

• Flexible work environment with the option to work fully remote or in-office.
• Competitive salary ranging from $60,000 to $80,000 per year.
• Work hours: Monday to Friday, 7:30 am to 4:00 pm, with occasional Saturdays as needed.
• Opportunities for professional development and career advancement.
• Supportive team culture focused on collaboration and communication.