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 Company's 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.

What You'll 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 We're Looking For:

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 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: $60,000.00 - $70,000.00 per year

Picture yourself here fulfilling your potential.

At SERVPRO^®, you can make a positive difference in people’s lives each and every day! We’re 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 2,000 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.

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