What are the responsibilities and job description for the Customer Service/Dispatch Manager position at Rocket Cooling LLC?
About Us:
Rocket Cooling was founded by two young entrepreneurs with a vision to revolutionize the HVAC industry through top-tier service, cutting-edge technology, and a customer-first approach. As a leading air conditioning company, we are committed to delivering outstanding customer experiences while optimizing efficiency through modern technology. Our customer service and dispatch operations play a vital role in ensuring smooth scheduling, technician dispatching, and overall customer satisfaction.
Position Overview:
We are seeking a Customer Service & Dispatch Manager to lead dispatch operations and customer service at our primary office while also taking their training and expertise across all of our locations. This role requires a customer-focused leader with strong experience in HVAC or air conditioning service operations and ServiceTitan proficiency.
The ideal candidate will be a proactive leader who sets an example for the team, utilizes recorded calls for coaching, and is passionate about training and developing a high-performing, customer-focused dispatch operation. This role will work closely with the local office manager, who know the dispatch team well, and collaborate with the Service Manager to ensure customer needs are met and technicians are dispatched appropriately.
Key Responsibilities:
- Lead, coach, and develop the customer service and dispatch team to ensure top-tier customer experiences.
- Oversee inbound and outbound calls, ensuring customers receive prompt, professional, and knowledgeable assistance.
- Monitor and analyze recorded calls to provide coaching and feedback for continuous improvement.
- Implement customer service best practices to enhance the overall experience for residential and commercial clients.
- Utilize ServiceTitan to manage job scheduling, dispatching, and customer interactions efficiently.
- Develop scripts and training materials to help team members handle calls effectively, maximizing service bookings and customer satisfaction.
- Work in tandem with the Service Manager to ensure customer needs are met, and technicians are dispatched appropriately.
- Maintain constant communication with office managers to streamline scheduling and dispatch operations.
- Ensure that all customer inquiries, service requests, and complaints are handled professionally and resolved in a timely manner.
- Track key performance indicators (KPIs) and report on team performance, identifying areas for improvement.
- Foster a positive, high-energy, and customer-centric culture within the department.
- Assist in hiring, onboarding, and training new team members as needed.
- Take training and best practices across all locations to ensure company-wide consistency and efficiency in dispatch and customer service operations.
Qualifications:
- Minimum of 3 years of experience in a customer service or dispatch management role, preferably in the HVAC or air conditioning industry.
- Strong experience with ServiceTitan (or similar CRM/dispatching software) is required.
- Experience using recorded calls for coaching and performance improvement.
- Excellent leadership, training, and team-building skills.
- Outstanding verbal and written communication skills.
- Ability to handle high call volumes while maintaining a professional and customer-friendly demeanor.
- Strong problem-solving abilities and ability to think quickly in a fast-paced environment.
- Highly organized, detail-oriented, and capable of managing multiple priorities.
- Ability to work flexible hours as needed, including occasional weekends or evenings.
Benefits:
- Competitive salary
- Health, dental, and vision insurance (opt-in benefit)
- 401(k) with company matching
- Paid time off and holidays
- Opportunities for career growth within a fast-growing company
- Supportive team environment with ongoing leadership training and development
Job Type: Full-time
Pay: $68,000.00 - $78,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
People with a criminal record are encouraged to apply
Ability to Commute:
- Lehigh Acres, FL 33971 (Required)
Ability to Relocate:
- Lehigh Acres, FL 33971: Relocate before starting work (Required)
Work Location: In person
Salary : $68,000 - $78,000