Customer Service / Dispatch Manager

Customer Service / Dispatch Manager Lighthouse Plumbing | Fall City, WA Full-time | On-site Help Build Our Team Lighthouse Plumbing is a small, family-owned company with significant room to grow. We’re looking for a Customer Service / Dispatch Manager who wants to develop people, improve operations, and help build the team that supports our next stage of growth. This is a hands-on leadership role. You’ll oversee customer service and dispatch while staying involved in the daily work, answering calls when needed, solving scheduling challenges, supporting technicians, and making sure customers receive clear, timely communication. Your Role Reporting to the General Manager, you’ll own the daily performance of our customer service and dispatch operation. Your priorities will be booking qualified calls, managing an efficient schedule, developing your team, and ensuring customers receive a professional experience from the first phone call through service completion. Key Responsibilities Lead and develop the team Coach, train, and hold CSRs and dispatchers accountable to clear expectations. Help recruit, hire, and onboard new team members as the company grows. Review calls and provide specific feedback on customer service and booking skills. Establish coverage plans and lead brief daily team huddles. Build a culture of ownership, teamwork, and follow-through. Manage customer service and booking Ensure incoming calls are answered promptly and handled professionally. Improve booking performance through consistent questions, accurate information, and clear communication. Ensure customer records, job types, service details, and booking notes are complete in ServiceTitan. Manage customer concerns and escalations through resolution. Oversee follow-up on missed calls, unbooked inquiries, cancellations, and rescheduling requests. Own dispatch and scheduling Match jobs to technician skills, availability, location, and customer needs. Monitor the schedule throughout the day and adjust as conditions change. Keep customers and technicians informed of arrival windows, delays, and schedule changes. Coordinate service appointments, estimates, installs, and return visits with field leadership. Identify scheduling gaps and capacity constraints early and take action. Build processes and improve performance Develop and maintain booking scripts, dispatch procedures, and customer communication standards. Track call answer rate, booking rate, calls booked and run, cancellations, and scheduling accuracy. Review controllable cancellations and identify ways to prevent repeat issues. Use ServiceTitan reports and call reviews to identify training and process gaps. Partner with the General Manager and field leaders to improve service delivery and support profitable growth. What We’re Looking For Experience in customer service, dispatch, or office operations, including team leadership. Home services experience preferred, especially plumbing, HVAC, or electrical. ServiceTitan experience strongly preferred. Strong organization, communication, and problem-solving skills. Ability to prioritize competing needs and remain composed under pressure. Confidence coaching employees, addressing performance issues, and handling difficult customer conversations. Comfort using reports and performance metrics to guide decisions. Willingness to step into the daily work while building a stronger team and better processes. What Success Looks Like Customers receive prompt answers, accurate information, and consistent updates. Qualified calls are booked correctly, with complete notes. Technicians have well-organized schedules that reflect their skills and available capacity. Avoidable cancellations and communication breakdowns decline. Team members understand expectations, receive regular coaching, and own their results. The office is prepared to support continued growth. Compensation and Benefits Pay range: $85,000 - $100,000 Benefits: Medical, Dental, Vision,…

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