Customer Service Manager

Overview 

The Call Center Manager leads customer service, dispatch, inside sales, and scheduling operations within a high-volume, trade-based call center. This role drives revenue growth, operational excellence, and customer satisfaction while developing strong leaders and partnering with executive leadership to support company-wide goals. 

This is an in person role that requires you to travel to our Anthem, AZ location on a daily basis - We will be moving to N 19th Ave Phoenix AZ 85027 by March 2027 at the latest

Key Responsibilities 

• Lead daily operations across customer service, dispatch, and install coordination teams 

• Drive booking rates, conversion performance, and customer experience metrics 

• Develop and execute operational strategies aligned with growth and revenue targets 

• Coach and develop supervisors and team leads; manage teams of 10–15+ employees 

• Oversee workforce planning, reporting, and performance management 

• Optimize CRM and call center technology, including ServiceTitan 

• Partner with Field Operations, Sales, Marketing, and HR to ensure seamless service delivery 

• Serve as escalation point for high-impact customer issues 

• Experience with ai CSR and set-up preferred 

Qualifications 

• Experience managing a $15M+ call center operation 

• Background in dispatch, customer service, and install coordination in the trades 

• Experience with a medium to large call center for one of the following: HVAC, electrical, plumbing, sewer 

• Proven leadership of 7-15 person teams 

• Strong reporting and performance management skills 

• Experience with ServiceTitan and Microsoft Office 

Expectations 

• In-office role, Monday–Friday (minimum 8 hours/day) 

• Hands-on, reliable leader available during team working hours 

Benefits 

• Medical, dental, vision 

• 401(k) with company match 

• Supportive Team Environment  

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