Call Center, Dispatch Manager (US Appliance Repair Company)

Sam Appliance Repair is a U.S.-based home appliance repair company serving customers throughout Southern California. We are looking for an experienced Call Center / Dispatch Manager to take ownership of our remote dispatch and customer service operation.

This is not simply a call-monitoring or administrative position. We are looking for a proactive manager who will be responsible for the performance of the dispatch team and will continuously work to improve booking conversion, reduce missed opportunities, and maintain a high level of customer service.

Responsibilities:

• Manage and supervise our remote dispatch/customer service team.
• Ensure reliable dispatch coverage 7 days per week, from 8:00 AM to 6:00 PM Pacific Time.
• Monitor inbound calls, missed calls, customer messages, online leads, and follow-ups.
• Ensure that new customer opportunities are responded to quickly and professionally.
• Monitor booking and lead-to-appointment conversion rates.
• Identify why potential customers are not being booked and take corrective action.
• Review calls and customer communications for quality and sales performance.
• Coach dispatchers on customer communication, objection handling, scheduling, and booking.
• Monitor dispatcher performance and accountability.
• Ensure proper scheduling and routing of appliance repair technicians.
• Monitor the daily schedule and help maximize technician utilization.
• Ensure customer information, addresses, notes, lead sources, and job information are entered correctly.
• Handle escalations and help resolve operational problems.
• Prepare and review daily/weekly performance reports.
• Work directly with the company owner on operational improvements.
• Learn and enforce the company’s SOPs and dispatch procedures.

Requirements:

• Strong spoken and written English — Advanced (C1) level required.
• At least 2 years of relevant experience in call center management, dispatch management, customer service management, or a similar operational role.
• Experience managing and coaching customer service or dispatch employees.
• Strong leadership, organization, and problem-solving skills.
• Ability to analyze performance and take action without constant supervision.
• Strong customer service and sales/conversion mindset.
• Comfortable working with U.S. customers and U.S. business hours.
• Reliable, stable high-speed internet connection suitable for continuous VoIP calls and professional remote work is required.
• Experience with CRM, scheduling, dispatch, or field-service software.

Strong advantage:

• Experience with U.S. home-service companies such as appliance repair, HVAC, plumbing, electrical, garage door, or similar industries.
• Experience with Housecall Pro, ServiceTitan, Jobber, Workiz, or similar field-service software.
• Experience with lead conversion, call quality monitoring, KPI management, and performance-based customer service teams.

Work conditions:

• Fully remote position.
• Long-term employment with a U.S. company.
• The dispatch operation covers 8:00 AM-6:00 PM Pacific Time, 7 days per week.
• Manager schedule and days off will be discussed during the interview.
• Training on Sam Appliance Repair procedures and systems will be provided.
• Compensation: $700/month base salary + performance-based bonus of up to $300/month, based on dispatch team results and agreed performance metrics. Total compensation up to $1,000/month.

Our main objective:

We want to build a highly accountable dispatch operation where customer opportunities are not lost. The manager should take ownership of booking conversion, missed calls, follow-ups, service quality, and dispatcher performance.

If you are proactive, results-oriented, and comfortable taking responsibility for an operation rather than waiting for instructions, we would like to hear from you.