Call Center Manager

About the role

The Call Center Manager at Rodenhiser Home Services is responsible for leading the Customer Service Department, ensuring exceptional customer experiences, and managing a team of representatives.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives
• Conduct onboarding, training, and ongoing skills development
• Facilitate regular team huddles, one-on-one coaching sessions, and performance reviews
• Monitor call quality and provide feedback
• Handle complex customer concerns and escalate issues
• Oversee inbound and outbound call activity
• Coordinate with Dispatch, Service Managers, Install Operations, and Sales teams
• Track and analyze key performance indicators
• Develop and maintain standard operating procedures
• Implement process improvements and workflow optimizations

Qualifications

• 7+ years of customer service experience, preferably in a residential home services environment
• 5+ years of leadership or supervisory experience in a call center or customer service operation
• Demonstrated success coaching teams to achieve performance and customer satisfaction goals
• Strong leadership, coaching, and conflict-resolution skills
• Exceptional verbal and written communication abilities
• Highly organized with excellent follow-through and attention to detail
• Proficient with Microsoft Office, customer management software, dispatch systems, and communication platforms
• Ability to analyze data, identify trends, and implement corrective actions
• Strong collaboration skills with cross-functional teams and all levels of the organization

What We Offer

• A career with purpose and growth in a respected, family-owned business
• A supportive team that takes pride in helping clients and each other
• Leadership that values your voice, your time, and your future
• A culture where Nice People deliver Great Service – and it starts with you
• Comprehensive benefits package including health & wellness, time off, financial benefits, tuition reimbursement, and more