Position Summary The CSR / Dispatch Manager is responsible for the day-to-day leadership and performance of the Customer Service Representative and dispatch team. This role ensures calls are answered professionally, customer opportunities are booked, customers receive timely communication, technicians are dispatched effectively, outbound campaigns are completed, and the team remains productive and accountable throughout the day. The CSR / Dispatch Manager is expected to take ownership of the department, identify problems early, coach and develop team members, manage performance, and bring solutions to leadership when additional support is needed. Who we are Tokay is part of the ResiXperts platform, one of the top 40 plumbing and HVAC platforms in the United States. Our company focuses on top-tier customer service and creating real career paths for people in the skilled trades. If you're looking to grow your career in HVAC while working with a supportive team, we'd love to hear from you. Essential Duties and Responsibilities Lead, coach, train, and hold the CSR and dispatch team accountable to daily expectations and company standards. Monitor inbound call volume, booking performance, missed calls, call quality, and customer follow-up throughout the day. Conduct regular call reviews, coaching, and role-playing to improve customer service and booking performance. Identify underperformance, address concerns promptly, and document coaching or corrective conversations when necessary. Manage daily outbound calling expectations and campaigns, including follow-up on available customer opportunities. Prioritize outbound opportunities based on company needs, seasonality, equipment age, maintenance opportunities, open estimates, memberships, and available technician capacity. Proactively manage service and sales dispatch boards to maximize technician capacity and minimize unnecessary open time. Assign calls based on technician skill, location, opportunity, availability, and company priorities. Coordinate technician-to-Comfort Advisor opportunities and other required handoffs. Ensure customer emails, web inquiries, chats, voicemails, and other communication channels are monitored and answered promptly. Assist with escalated customer concerns and ensure appropriate follow-through. Manage CSR/dispatch schedules and daily office coverage, including lunches, breaks, call-outs, vacations, opening/closing coverage, and Saturday coverage. Adjust responsibilities as staffing changes to ensure customer communication and business operations continue without interruption. Monitor department KPIs including booking performance, inbound/outbound activity, missed opportunities, cancellations, board capacity, and call quality. Provide leadership with clear communication regarding department performance, staffing or capacity concerns, and recommended next steps. Maintain a positive, accountable, team-oriented environment and take ownership of the department's results. Qualifications Minimum of three (3) years of customer service, call center, dispatch, or home-service experience preferred. Previous leadership or management experience strongly preferred. HVAC, plumbing, electrical, or other residential home-service experience highly preferred. ServiceTitan experience highly preferred. Experience managing KPIs, booking rates, call recordings, outbound campaigns, and employee performance is a plus. Strong leadership, coaching, communication, and customer service skills. Ability to hold employees accountable while continuing to coach and develop the team. Highly organized and able to manage multiple priorities in a fast-paced environment. Comfortable reviewing performance metrics and using data, call reviews, and observation to improve performance. Ability to communicate clearly, take ownership, solve problems, and follow through. Schedule This is a full-time, in-office management position at the North Highlands location. The position requires availability consistent with the operating needs of a residential HVAC and plumbing company, including appropriate weekday and Saturday coverage.

Pay:

$28.00 - $32.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Experience:

Dispatching:

3 years (Required) home services (HVAC, Plumbing, etc): 3 years (Required)

ServiceTitan:

2 years (Required) Customer service or call center: 3 years (Preferred)

Work Location:

In person