Customer Service & Dispatch Manager
$60,000–$70,000 year
On-site · Toledo, Ohio, United States or Akron, Ohio, United States
Job Summary
Customer Service & Dispatch Manager leading a multidisciplinary dispatch and customer-service team (domestic, overseas, and AI-assisted resources) to optimize scheduling, communications, and service delivery across restoration and construction projects. Responsibilities include setting performance standards, overseeing daily dispatch and storm-event readiness, coordinating with operations/sales, implementing training, and driving improvements to dispatch systems and AI-driven workflows. Requires leadership experience, remote-team management, AI-enabled dispatch experience, strong customer-service focus, analytical reporting, CRM proficiency, and the ability to work after-hours during emergencies.
Required Qualifications
- Bachelor's degree preferred in Business, Operations Management, Communications, or related field
- 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
- Experience utilizing AI-enabled customer service, scheduling, or dispatch technologies
- Experience in restoration, construction, or service-based industries
- 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 during storms or emergencies
Desired Qualifications
- Bachelor's 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
- Experience utilizing AI-enabled customer service, scheduling, or dispatch technologies
- Experience in restoration, construction, or service-based industries
- 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 during storms or emergencies
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.