Call Center Manager

Job Description

Job Description

JOB TITLE: Call Center Manager | Residential Plumbing, HVAC & Drain

LOCATION: South Central Pennsylvania

About the Opportunity

Work With Your Handz is hiring an experienced Call Center Manager for a growing residential plumbing, HVAC, and drain services company in the South Central area in Pennsylvania (Servicing York, Harrisburg, Mechanicsburg, Carlisle among other neighboring areas) .

This organization is investing in its call center as a revenue engine — not a cost center . The Call Center Manager will play a critical leadership role in transforming customer interactions into booked work, retained customers, and long-term value.

This is not a “keep the phones running” role . It is a leadership position with clear ownership of outcomes, including booking performance, conversion rates, follow-up discipline, and team accountability.

This search is being conducted confidentially.

Responsibilities

• Lead, coach, and develop Customer Service Representatives (CSRs), Dispatchers, and AI-assisted call handling tools.
• Set clear performance expectations and build a disciplined, accountable, high-performing call center team.
• Step into calls or workflows as needed when volume, complexity, or customer emotion requires leadership presence.

Booking, Conversion & Revenue Impact

• Own booking performance across inbound and outbound calls.
• Improve conversion through scripting, training, call reviews, and follow-up execution.
• Ensure no opportunities are lost due to missed callbacks, poor follow-up, or unclear ownership.
• Turning unconverted leads into scheduled revenue through disciplined recovery and rehash processes.

Customer Experience & Trust

• Ensure every customer interaction reflects professionalism, urgency, and clarity.
• Confidently handle high-emotion, after-hours, or escalated situations with empathy and authority.
• Maintain consistent service standards across shifts, people, and channels.
• Reinforce the link between excellent service and long-term customer loyalty.

Systems, AI & Process Improvement

• Leverage CRM and dispatch platforms (ServiceTitan strongly preferred) to drive visibility and accountability.
• Integrate AI tools for call handling and after-hours follow-up as performance multipliers.
• Build repeatable workflows, documentation, and training resources.
• Continuously evaluate what's working — and fix what isn't.

Metrics, Reporting & Insight

• Track KPIs tied to booking rate, conversion, follow-up effectiveness, and team performance.
• Translate data into clear insights for leadership — not just reports.
• Use metrics as coaching tools, not scoreboard-only numbers.
• Identify breakdowns early and act decisively.

Cross-Team Collaboration

• Partner with operations, field leadership, and marketing to align expectations and execution.
• Ensure the call center supports technician efficiency and customer readiness.
• Act as the internal voice of the customer.
• Provide limited after-hours or weekend support as needed for urgent situations.
• Support growth and scalability initiatives as the organization expands.

Requirements

Required

• 3+ years leading a call center, inside sales, or customer service team.
• Proven success by improving booking rates or conversion performance.
• Strong coaching presence and accountability mindset.
• Comfort owning outcomes — not just managing activity.
• Experience with CRM and call-tracking platforms.
• Ability to lead in a fast-paced, service-driven environment.

Preferred

• Home services background (plumbing, HVAC, electrical, etc.).
• ServiceTitan experience strongly preferred.
• Experience working with AI-assisted call or text tools.
• Bilingual (English/Spanish) a plus.

Why You'll Love It Here

• Competitive compensation is aligned to leadership ownership and measurable results.
• Opportunity to directly impact revenue, customer experience, and long-term growth.
• Ability to build, shape, and scale call center systems and performance standards.
• Collaborative leadership environment that values accountability, clarity, and execution.
• Long-term career growth with a stable, growth-oriented residential services company.

What Can We Do For You

• Competitive base salary of $85,000 - $100,000 (Total OTE $125,000 - $130,000) .
• Monthly bonus potential is tied directly to:

1. Booking and Conversion Rates
2. Revenue recovery and follow-up execution
3. Call Center KPI performance and team accountability

• Comprehensive benefits package, including medical, dental, vision, and 401(k).

The compensation for this position is expected to range between $85,000 to $100,000 per year. This range is a good-faith estimate, based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, the expected quality and quantity of work, and internal pay alignment, as needed.

About Work With Your Handz

Work With Your Handz partners with top residential service companies across the U.S. to connect skilled professionals with long-term career opportunities in HVAC, plumbing, and electrical trades.

We work with employers who prioritize strong leadership, operational excellence, and exceptional customer experience.

If you're an experienced call center or customer service leader ready to own results and take the next step in your career, we encourage you to apply.

Equal Employment Opportunity Statement

Work With Your Handz and our client are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.