Call Center Manager

Benjamin Franklin Plumbing is a locally owned residential plumbing company serving the Bay Area from San Jose and Novato. This is a full-time, non-exempt hourly position based on-site in Novato, CA.

About the role

The Call Center Manager leads our customer service representatives and dispatchers. You will own how calls are answered, how jobs are booked, and how the board is run every day in ServiceTitan. You will coach the team, track the numbers, and work closely with our Operations Managers to keep technicians’ days full and customers informed.

Responsibilities

• Lead, schedule, and coach a team of customer service reps and dispatchers, including weekday and weekend coverage.
• Own daily call center performance: answer rate, booking rate, abandoned calls, hold time, and call quality.
• Manage booking, scheduling, and dispatch in ServiceTitan; keep the dispatch board accurate and up to date.
• Listen to recorded calls, score them, and give regular one-on-one coaching.
• Train new hires on call scripts, ServiceTitan workflows, and customer service standards.
• Build and maintain call scripts (inbound, outbound, follow-up, and membership calls).
• Run outbound campaigns: unsold estimates, membership renewals, maintenance reminders, and follow-up calls.
• Handle escalated customer calls and complaints, and route issues to the right Operations Manager.
• Pull and report on call center KPIs from ServiceTitan weekly for leadership.
• Work with Operations and Marketing on capacity, call volume, and lead tracking.

Requirements

• Call center experience — 5+ years working in a call center, contact center, or customer service/dispatch team, including at least 3 years in a supervisor, lead, or manager role.
• ServiceTitan experience — hands-on, day-to-day use of ServiceTitan, including booking calls, managing the dispatch board, and running reports.
• Proven ability to coach and hold a team accountable to call and booking metrics.
• Strong phone presence and clear written communication.
• Comfortable with computers, multiple screens, and phone systems.
• Available to work on-site at our Novato location, with flexibility for occasional early, late, or weekend coverage.

Qualifications

• Experience in home services (plumbing, HVAC, electrical, restoration) or another trades business.
• Experience with membership or service-agreement programs.
• ServiceTitan reporting, dashboards, or admin-level setup.
• Bilingual English/Spanish.

Benefits

• Health insurance (medical, dental, vision)
• Paid time off and paid sick leave
• Parental leave
• Profit sharing
• 401(k) with matching

Pay

$32 – $35 per hour

Schedule

On-site in Novato, CA. Full-time, non-exempt hourly. Requires flexibility for occasional early, late, or weekend coverage.