Call Center Manager – Home Services

Are you a high-energy leader who knows how to turn every phone call into an opportunity?

A growing home services company is looking for an experienced Call Center Manager to lead our team of Customer Service Representatives. This is a hands-on leadership position for someone who can coach a team, drive appointment bookings, protect the customer experience, and keep the phones operating at a high level every day.

The right person is positive, competitive, organized, and comfortable holding people accountable. You must believe that every call matters and be committed to delivering 100% customer satisfaction.

What You’ll Own

• Lead, coach, motivate, and hold accountable a team of Customer Service Representatives.
• Maximize the booking potential of every inbound phone call, web lead, chat, and customer inquiry.
• Monitor calls and provide regular coaching on tone, call control, objection handling, accuracy, and booking performance.
• Track key results, including answer rate, booking rate, missed-call recovery, outbound appointments, call quality, and customer satisfaction.
• Make sure customers receive accurate appointment confirmations, arrival updates, follow-up calls, and timely communication.
• Coordinate closely with dispatchers, technicians, service managers, and sales leadership.
• Oversee technician debriefs, customer “happy calls,” unresolved customer issues, parts follow-ups, and return appointments.
• Respond quickly when the service schedule needs additional work by organizing focused outbound calling campaigns.
• Ensure customer records, call notes, job details, and follow-up tasks are accurate and completed on time.
• Handle escalated customer concerns professionally and work toward fast, fair resolutions.
• Build a positive, energetic call center culture focused on teamwork, accountability, and results.

What Success Looks Like

• Phones are answered promptly and professionally.
• More qualified calls are converted into booked appointments.
• Open spots on the service schedule are filled quickly.
• CSRs understand their goals and receive consistent coaching.
• Customers are kept informed and do not have to chase us for answers.
• Problems are identified early, communicated clearly, and resolved.
• The call center works as one team with dispatch and field operations.

What We’re Looking For

• Previous call center leadership, customer service management, or inside-sales management experience.
• Home services experience in HVAC, plumbing, electrical, or a similar service business is strongly preferred.
• Strong coaching, communication, problem-solving, and conflict-resolution skills.
• A confident, upbeat personality with the ability to create energy and urgency.
• Experience managing call-booking goals and performance metrics.
• Ability to remain calm and organized during heavy call volume and changing schedules.
• Experience with ServiceTitan or a similar field-service platform is preferred.
• Willingness to jump on the phones and lead from the front when needed.

Compensation: $70,000–$110,000 Salary per year, depending on relevant experience. Plus up to $50,000 performance based bonus package.
Schedule: Full-time, Monday-Friday. Some Saturday hours
Benefits: Medical, dental, vision, paid time off, retirement plan, bonuses, or other benefits.

To apply, submit your résumé and a brief explanation of how you have improved call-booking performance or customer satisfaction in a previous role.

Pay: $68,080.94 - $149,989.11 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Work Location: In person