Customer Service Manager

What You’ll Do

• Lead, coach, and develop the Call Center and Dispatch teams to achieve company goals and performance expectations.
• Build a positive, energetic, competitive, and accountable team culture where employees are excited to come to work and win together.
• Drive daily call center performance, including call counts, booking rates, conversion rates, response times, and other key KPIs.
• Ensure the Dispatch team effectively manages the service board, maximizes technician capacity, and supports company revenue goals.
• Hold team members accountable through consistent coaching, performance management, and clear expectations.
• Recruit, interview, hire, onboard, and train high-performing CSRs and Dispatchers.
• Develop and implement training programs to improve communication, customer service, call handling, booking rates, and dispatch effectiveness.
• Conduct regular one-on-one meetings, team meetings, call reviews, and performance coaching sessions.
• Maintain dashboards, call reports, and operational metrics to identify opportunities and create action plans for improvement.
• Work closely with Operations, Service Managers, Sales, Marketing, Recruiting, and other departments to ensure strong communication and alignment.
• Create an environment where employees are recognized for great performance while also being held accountable when expectations are not met.

What We’re Looking For

• 3+ years of management experience leading a Call Center, Customer Service, Dispatch, or similar team.
• Residential home services or skilled trades experience is required.
• Service Titan experience is required.
• Proven ability to manage and improve call center KPIs, booking rates, call volume, and team productivity.
• Experience managing dispatch operations and working closely with field service teams.
• Strong recruiting, hiring, onboarding, and employee development experience.
• Proven ability to train, coach, motivate, and hold employees accountable.
• Excellent communication skills and the ability to work effectively across multiple departments.
• Comfortable having difficult conversations and addressing performance issues quickly and professionally.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• A competitive, positive, and solutions-focused leadership style.

Compensation & Benefits

• $70,000–$75,000 per year, plus performance-based bonus
• Full-time position- in office
• Paid Time Off (PTO)
• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Paid holidays
• Ongoing training and professional development
• Career advancement opportunities with a growing residential home services company