Join the Trusted Leader in Restoration and Construction
At SERVPRO Team Fosdick we specialize in fire and water cleanup and restoration mold remediation and construction services. We have expanded our operations to include 13 franchises in the Cleveland Akron Mentor Mansfield and Toledo areas. We are currently seeking a driven organized and well-versed Customer Service & Dispatch Manager. The Customer Service & Dispatch Manager leads and optimizes the Companys customer service and dispatch operations to ensure an exceptional customer experience from first notice of loss through project completion. This role oversees a team of domestic overseas and AI-supported dispatch resources ensuring efficient scheduling communication quality assurance and performance management. Please note this is not a remote position.
What Youll Do:
Manage dispatch and customer service personnel including domestic overseas and AI-assisted dispatch operations.
Establish clear performance expectations service standards and accountability measures.
Ensure customers receive professional timely and empathetic service throughout their experience.
Collaborate with operations construction and sales teams to ensure seamless customer communication.
Oversee daily dispatch activities to ensure efficient production scheduling.
Lead storm event readiness and response efforts including staffing coordination dispatch operations scheduling and communication.
Conduct regular quality control reviews of customer interactions and dispatch activities.
Evaluate and recommend improvements to dispatch systems customer service processes and AI-assisted workflows to improve efficiency and service delivery.
Track analyze and report metrics including customer satisfaction scheduling efficiency and quality assurance results.
Develop and deliver training programs to ensure team efficiency.
Manage team performance and expectations.
What Were Looking For:
Bachelors degree in Business Operations Management Communications or related field preferred.
Minimum 5 years of leadership experience in dispatch customer service call center operations restoration services or related industries.
Experience managing remote overseas or outsourced teams required.
Experience utilizing AI-enabled customer service scheduling or dispatch technologies preferred.
Experience in restoration construction or service-based industries strongly preferred.
Strong leadership coaching and team development skills.
Exceptional customer service and conflict resolution abilities.
Excellent organizational and multitasking capabilities.
Strong analytical and reporting skills.
Ability to make sound decisions in high-pressure situations.
Strong verbal and written communication skills
Proficiency with CRM systems reporting platforms and Microsoft Office applications
Availability for after-hours weekend and holiday work is required during storm events emergencies peak operational periods or other business needs.
Why Servpro
A respected brand with nationwide recognition
A dynamic team-oriented culture that supports your success
Competitive salary
Company laptop and cell phone
Comprehensive benefits package
401(k) with Company match
Paid vacation holidays
SERVPRO is an Equal Opportunity Employer
Compensation: $60000.00 - $70000.00 per year
Picture yourself here fulfilling your potential.
At SERVPRO you can make a positive difference in peoples lives each and every day! Were seeking self-motivated proactive responsible and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2000 franchises all over the country finding exciting and rewarding SERVPRO career opportunities near you is easy! We look forward to hearing from you.
All employees of a SERVPRO Franchise are hired by employed by and under the sole supervision and control of an independently owned and operated SERVPRO Franchise. SERVPRO Franchise employees are not employed by jointly employed by agents of or under the supervision or control of Servpro Franchisor LLC in any manner whatsoever.
Required Experience:
Manager
Join the Trusted Leader in Restoration and ConstructionAt SERVPRO Team Fosdick we specialize in fire and water cleanup and restoration mold remediation and construction services. We have expanded our operations to include 13 franchises in the Cleveland Akron Mentor Mansfield and Toledo areas. We are...
Join the Trusted Leader in Restoration and Construction
At SERVPRO Team Fosdick we specialize in fire and water cleanup and restoration mold remediation and construction services. We have expanded our operations to include 13 franchises in the Cleveland Akron Mentor Mansfield and Toledo areas. We are currently seeking a driven organized and well-versed Customer Service & Dispatch Manager. The Customer Service & Dispatch Manager leads and optimizes the Companys customer service and dispatch operations to ensure an exceptional customer experience from first notice of loss through project completion. This role oversees a team of domestic overseas and AI-supported dispatch resources ensuring efficient scheduling communication quality assurance and performance management. Please note this is not a remote position.
What Youll Do:
Manage dispatch and customer service personnel including domestic overseas and AI-assisted dispatch operations.
Establish clear performance expectations service standards and accountability measures.
Ensure customers receive professional timely and empathetic service throughout their experience.
Collaborate with operations construction and sales teams to ensure seamless customer communication.
Oversee daily dispatch activities to ensure efficient production scheduling.
Lead storm event readiness and response efforts including staffing coordination dispatch operations scheduling and communication.
Conduct regular quality control reviews of customer interactions and dispatch activities.
Evaluate and recommend improvements to dispatch systems customer service processes and AI-assisted workflows to improve efficiency and service delivery.
Track analyze and report metrics including customer satisfaction scheduling efficiency and quality assurance results.
Develop and deliver training programs to ensure team efficiency.
Manage team performance and expectations.
What Were Looking For:
Bachelors degree in Business Operations Management Communications or related field preferred.
Minimum 5 years of leadership experience in dispatch customer service call center operations restoration services or related industries.
Experience managing remote overseas or outsourced teams required.
Experience utilizing AI-enabled customer service scheduling or dispatch technologies preferred.
Experience in restoration construction or service-based industries strongly preferred.
Strong leadership coaching and team development skills.
Exceptional customer service and conflict resolution abilities.
Excellent organizational and multitasking capabilities.
Strong analytical and reporting skills.
Ability to make sound decisions in high-pressure situations.
Strong verbal and written communication skills
Proficiency with CRM systems reporting platforms and Microsoft Office applications
Availability for after-hours weekend and holiday work is required during storm events emergencies peak operational periods or other business needs.
Why Servpro
A respected brand with nationwide recognition
A dynamic team-oriented culture that supports your success
Competitive salary
Company laptop and cell phone
Comprehensive benefits package
401(k) with Company match
Paid vacation holidays
SERVPRO is an Equal Opportunity Employer
Compensation: $60000.00 - $70000.00 per year
Picture yourself here fulfilling your potential.
At SERVPRO you can make a positive difference in peoples lives each and every day! Were seeking self-motivated proactive responsible and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2000 franchises all over the country finding exciting and rewarding SERVPRO career opportunities near you is easy! We look forward to hearing from you.
All employees of a SERVPRO Franchise are hired by employed by and under the sole supervision and control of an independently owned and operated SERVPRO Franchise. SERVPRO Franchise employees are not employed by jointly employed by agents of or under the supervision or control of Servpro Franchisor LLC in any manner whatsoever.
The best restoration company near you, SERVPRO is available 24 hours for commercial & residential property emergencies like water damage, fire cleanup, mold damage & more.
Job Location:
Yearly Salary:
Posted on:
Vacancies:
