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.