Best Choice Plumbing & HVAC is hiring an experienced Call Center Manager / Customer Experience Leader to lead, rebuild, and improve our customer service, dispatch, and booking operation. This is a key leadership role inside a growing plumbing and HVAC company. The call center directly impacts booked revenue, technician efficiency, customer experience, dispatch accuracy, ServiceTitan data quality, missed-call recovery, lead follow-up, and daily company performance. We are only looking for an A-level candidate for this position. This is not a basic CSR role. This is not a “learn as you go” manager position. We need someone who has already led people, managed call performance, coached phone teams, improved booking accuracy, handled escalations, and created accountability in a fast-paced call center, dispatch, customer experience, or service office environment. The right person will be able to walk in with confidence, assess the department, identify gaps, train the team, enforce standards, improve communication, and help build a high-performing call center culture. Leadership Authority & Department Impact This is a true leadership role, not just a title. The Call Center Manager will have ownership support to improve the department, coach the team, enforce standards, review performance, recommend process changes, and help build a stronger call center operation. We are looking for someone who can evaluate what is working, identify what is broken, and help create a more accountable, organized, high-performing customer experience department. The right person will have a direct impact on booked revenue, customer experience, technician efficiency, dispatch accuracy, call center performance, and company growth. Who This Role Is For This role is a strong fit if you:
- Have successfully managed a call center, dispatch team, customer service team, or service office
- Have experience leading CSRs, dispatchers, DSRs, schedulers, or customer service representatives
- Understand high-volume inbound calls, booking accuracy, dispatch coordination, and customer communication
- Know how to coach phone performance, review calls, correct mistakes, and raise standards
- Can manage KPIs, team performance, accountability, scheduling, and daily workflow
- Are comfortable working inside ServiceTitan or similar CRM/dispatch software
- Can improve booking rate, call quality, lead follow-up, customer experience, and schedule efficiency
- Can handle difficult conversations with employees and customers professionally
- Are organized, structured, process-driven, and calm under pressure
- Can work with ownership, managers, technicians, dispatch, and office staff without creating drama
- Want to build a department, not just hold a title
This is not a good fit for someone who has never managed people, avoids accountability, dislikes structure, struggles with conflict, cannot coach underperformers, or is only looking for a comfortable office job. What You Will Own The Call Center Manager will be responsible for leading and improving:
- Inbound call handling
- Booking accuracy
- Call conversion and booked lead percentage
- Missed-call recovery
- Outbound follow-up
- Customer experience
- CSR, DSR, and dispatcher performance
- Call coaching and call reviews
- ServiceTitan data accuracy
- Dispatch communication
- Job notes and customer information quality
- Follow-up on unsold, missed, rescheduled, or unbooked opportunities
- Escalation handling
- Schedule communication between office and field
- New hire training and onboarding
- Daily accountability inside the call center
Responsibilities
- Lead the daily performance of the CSR, DSR, dispatcher, and call center team
- Monitor inbound call handling, booking quality, call flow, and customer communication
- Coach team members on tone, urgency, professionalism, scripting, objection handling, and accuracy
- Review calls and provide direct feedback to improve performance
- Train new hires on scripts, SOPs, ServiceTitan workflows, booking procedures, dispatch communication, and company standards
- Hold team members accountable for performance, attendance, accuracy, documentation, and customer experience
- Improve booking rate, lead conversion, outbound follow-up, and schedule efficiency
- Ensure customer information, service locations, job types, campaigns, memberships, dispatch notes, and call details are entered correctly
- Identify urgent calls and make sure they are escalated properly
- Support dispatch with schedule changes, technician communication, and job flow
- Handle customer escalations professionally and protect the company relationship
- Work with ownership and management to improve call center process, training, reporting, and accountability
- Create consistency across scripts, SOPs, workflows, call handling, and team expectations
- Help build a culture of urgency, accuracy, professionalism, follow-through, and ownership
Key Performance Areas The right candidate should be comfortable being measured on:
- Booking rate / conversion rate
- Call quality
- Missed-call recovery
- Customer experience
- Speed and quality of follow-up
- Accuracy of ServiceTitan information
- Dispatch communication
- Lead follow-up
- Team attendance and accountability
- Call center productivity
- Training completion
- Reduction in booking errors, bad notes, and avoidable dispatch issues
- Escalation resolution
- Team consistency and professionalism
Required Experience
- Prior call center, customer service, dispatch, or service office leadership experience
- Experience managing or directly coaching a team
- Strong phone presence and professional communication skills
- Ability to lead in a fast-paced, high-pressure environment
- Strong computer, CRM, and typing skills
- Ability to manage high call volume and changing schedules
- Strong attention to detail and follow-through
- Comfortable reviewing performance and holding people accountable
- Ability to train, coach, correct, and develop team members
- Reliable attendance and strong leadership presence
- Ability to enforce scripts, SOPs, workflows, and company standards
Strongly Preferred Experience Top consideration will be given to candidates with:
- Plumbing, HVAC, electrical, restoration, pest control, appliance repair, garage door, or other home service experience
- ServiceTitan experience
- Dispatch board experience
- Experience managing CSRs, DSRs, dispatchers, or customer service reps
- Experience improving booking rate, call conversion, or lead follow-up
- Experience with call reviews, call coaching, QA scoring, and performance tracking
- Experience handling upset customers and escalations
- Experience building or improving a call center department
- Experience training new hires
- Experience working directly with technicians and service managers
Home service, dispatch, or ServiceTitan experience is highly preferred, but we will also consider a strong call center leader from another high-volume service environment if they have the leadership ability, accountability, and operational discipline to succeed. Pay $70,000–$95,000+ based on experience. Higher pay consideration may be available for a true A-level candidate with strong experience in:
- ServiceTitan
- Plumbing, HVAC, or home service call center leadership
- Dispatch management
- High-volume inbound call center management
- Team training and accountability
- Booking rate improvement
- Revenue-impacting customer service operations
- Building or rebuilding a call center department
Why Join Best Choice Best Choice Plumbing & HVAC is growing and building a more organized, process-driven service operation. We are looking for a serious call center leader who can help us improve customer experience, booking accuracy, dispatch support, team accountability, and department performance. This role matters. The call center is one of the most important departments in the company because it affects the customer, the technician, the schedule, the revenue, and the overall reputation of the business. What we offer:
- Competitive pay for the right leader
- Stable full-time leadership opportunity
- Health benefits
- 401(k) with company match
- Training and support
- ServiceTitan workflow
- Ownership support to improve the department
- Opportunity to build and lead the call center operation
- Direct impact on company growth
- Growth opportunity as the company expands
Schedule This is a full-time, in-house leadership position. Schedule flexibility is required to support call center coverage, training, coaching, escalations, and business needs. Final schedule will be discussed during the interview process.
Pay: $70,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
Work Location: In person
