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Full Job Description Call Center & Dispatch Manager Job Type:

Full-Time Location:

San Francisco, CA Work Setting:

On-Site Schedule:

7:00am-3:30pm Monday-Friday, with flexibility based on business needs

Industry:

Residential Plumbing, HVAC & Drain Services Lead the Team. Improve the Operation. Help Us Grow. Magic Plumbing, Heating & Cooling has served San Francisco and the Bay Area for more than 40 years. As we continue to grow, we're looking for an experienced Call Center & Dispatch Manager to lead our Customer Service and Dispatch team and strengthen the day-to-day operation behind our plumbing, HVAC, and drain service business. This is a hands-on leadership role for someone who knows the residential home-services industry, understands ServiceTitan, and can lead people while improving processes, performance, and accountability. You'll oversee a team of approximately 4-8 CSRs and Dispatch professionals and play a key role in creating an exceptional customer experience while maximizing technician productivity and operational efficiency. What You'll Do Lead, coach, and develop the Customer Service and Dispatch team. Manage daily call center and dispatch operations, including scheduling, routing, and technician capacity. Own and optimize the ServiceTitan dispatch board. Monitor inbound and outbound call activity, booking performance, cancellations, call quality, and other key KPIs. Coach CSRs on booking calls, objection handling, outbound appointment setting, and customer retention. Conduct daily huddles, one-on-one coaching, team meetings, and performance discussions. Improve workflows, processes, SOPs, and accountability across the department. Ensure technicians are scheduled and dispatched efficiently based on location, skill set, priority, and availability. Support hiring, onboarding, training, and development of office team members. Resolve escalated customer concerns and maintain a high standard of customer service. Partner with company leadership to identify operational challenges and implement scalable solutions.

What We're Looking For Required:

3+ years of leadership experience in residential HVAC, plumbing, electrical, or another home-service business. Previous leadership experience in call center, dispatch, customer service, or service operations. Hands-on ServiceTitan experience, including scheduling and/or dispatching. Experience managing and coaching employees against measurable KPIs. Strong understanding of dispatch operations and technician scheduling. Experience with inbound and outbound customer-service operations. Strong leadership, communication, organization, and conflict-resolution skills. Ability to hold employees accountable while maintaining a positive team culture. Comfortable working in a fast-paced, high-volume service environment. Able to work on-site in San Francisco.

Preferred:

Experience managing both CSR and Dispatch teams. Experience improving processes or building structure within a growing home-service company. Bilingual English/Spanish. Knowledge of the San Francisco/Bay Area service territory. Who Will Succeed Here? We're looking for a leader who is hands-on, organized, resilient, and solutions-focused. You don't wait for someone else to fix a problem—you identify it, create a solution, and follow through. You'll be successful here if you enjoy developing people, creating structure, improving processes, using data to drive performance, and helping a growing company build a stronger operation. Benefits Medical Insurance Dental Insurance 401(k) with Company Match Paid Time Off Paid Holidays Paid Birthday Off Company Phone Ongoing Training & Professional Development Career Growth & Advancement Opportunities If you have home-service leadership experience, know ServiceTitan, and enjoy building high-performing customer service and dispatch teams, we'd like to hear from you. Apply today to help lead the next stage of growth at Magic Plumbing, Heating & Cooling.

Pay:

$70,000.00 - $80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance

Experience:

Dispatching:

3 years (Required) Ability to

Commute:

San Francisco, CA 94124 (Required)

Work Location:

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Find & Apply For Call Center Manager Jobs in San Francisco, California

Call Center Dispatch Supervisor