Complete SOP Booklet, Training Guide, Test, and Answer Key for HVAC, Plumbing & Electrical Office Departments

The CSR & Dispatcher Manager SOP is a complete leadership and operations training package designed to align perfectly with your CSR SOP, Dispatcher SOP, and company-wide service workflows. This system gives your office manager a proven, repeatable structure to maximize booking rates, increase technician efficiency, reduce scheduling errors, and maintain 5-star customer satisfaction across the board.

This package includes a full SOP booklet, detailed training guide, test, and answer key — equipping your manager with the exact processes needed to run high-performing Customer Service and Dispatch departments.

What’s Included

• Full SOP Booklet (Word/PDF format)Complete documentation for managing CSR and Dispatch teams.

• Step-by-Step Training GuideCovers call handling oversight, dispatch coordination, reporting, and department control.

• CSR & Dispatcher Manager TestA structured exam to ensure full understanding of all responsibilities and workflows.

• Answer Key for Internal Grading or CertificationPerfect for onboarding, training, and performance evaluations.

You’ll Learn How To

• Hold CSRs and Dispatchers accountable to SOPs and performance standards

• Monitor call handling, booking rates, and script adherence

• Conduct daily huddles to review schedules, staffing, and revenue goals

• Ensure accurate scheduling, note-taking, and follow-up procedures

• Oversee dispatching to maximize technician utilization and revenue per tech

• Handle escalated customer complaints before they reach management

• Track key performance metrics (booking %, dispatch efficiency, utilization %, lost calls, upsells)

• Maintain strict compliance with company policies, pricing, and communication flow

• Build consistent communication and accountability across office and field teams

Aligned With

• CSR SOP

• Dispatcher SOP

• Service Manager SOP

• Install Manager SOP

This ensures all departments communicate the same way, follow the same workflow, and operate at the highest level of efficiency.

Perfect For

HVAC, plumbing, and electrical company owners, general managers, or office/operations managers who want:

• Higher booking rates

• Stronger dispatch efficiency

• Better communication between office and field

• Fewer escalations and missed opportunities

• A structured management system that drives revenue, consistency, and customer satisfaction