Customer Service Manager

Role Summary

The Customer Service Manager leads the booking and revenue-flow side of our client's contact center, owning performance for inbound, outbound, and lost-opportunity recovery. This strategic yet hands-on leader ensures the board is filled daily, customer interactions reflect our client's family-owned feel, and operational excellence is consistently achieved. This leader will manage the staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals.

Reporting to the Customer Experience Leader, this role manages and develops a team of CSRs, drives KPI performance, and partners closely with Marketing, Dispatch, and Service Managers to maximize lead flow, responsiveness, and same-day opportunities. This role demands proactive monitoring and improvement of KPIs, conducting consistent 1:1s and L10s, and maintaining an open line of communication to address challenges head-on. The ideal candidate is a big-picture thinker who can translate strategy into systems, processes, and daily execution.

This position provides an excellent opportunity for a seasoned leader who is adept at handling both strategic and day-to-day aspects of call center management. Familiarity with Service Titan and Dial Pad software will be an advantage, ensuring seamless operations and data-driven decision-making.

Key Responsibilities

• Own team performance for inbound booking, outbound booking, lost-opportunity recovery, and board fill efficiency.
• Drive key KPIs including booking conversion, speed-to-answer, abandon rate, and overflow reduction.
• Manage, coach, and develop CSRs to deliver efficient, empathetic, high-quality customer interactions.
• Partner with Marketing & Customer Experience to align on campaigns, lead flow, and responsiveness.
• Collaborate with Dispatch and Service Managers to maximize capacity, efficiency, and same-day wins.
• Create and maintain scripts, playbooks, and empowerment frameworks following Nextar standards.
• Provide daily/weekly/monthly KPI reporting with insights and recommendations for improvement.
• Conduct regular 1:1s and L10s to drive accountability, growth, and open communication.
• Ensure smooth day-to-day operations, staffing coverage, and seasonal readiness.
• Review call recordings and coach on booking techniques, trust-building, and customer empathy.
• Develop inbound/outbound call schedules and strategies that drive bookings and revenue.
• Present performance updates to senior leadership in clear, actionable formats.
• Regularly present reports to senior leaders in an easy-to-understand format.
• Ensure sufficient staffing to match the business demand and seasonal spikes.
• Stay current on evolving call center technology and best practices.

Key Measurements of Success

• Booking Conversion %
• Speed-to-Answer
• Abandon Rate
• Overflow Call %
• Lost Opp Recovery Rate
• Outbound Success Rate (callbacks, bookings, etc.)
• Board Fill Efficiency

Talents and Skills Required

• Strong leadership ability with a proven ability to motivate and develop teams towards achieving set objectives.
• Strategic thinker with the ability to operationalize through systems, processes, and detailed execution.
• KPI-driven, analytical, and comfortable with data-based decision-making.
• Excellent verbal and written communication skills.
• High digital/technology proficiency; ServiceTitan experience preferred.
• Strong problem-solving, follow-through, organization, and time-management skills.
• Empathetic, patient, and diplomatic player-coach with a drive for operational excellence.
• Thrives in a fast-paced, goal-driven environment.
• Detail-oriented with a keen eye for monitoring and improving KPIs.
• Proven track record in customer service, ideally in management.
• Highly organized with exceptional follow-through abilities.

Expectations

• Uphold and model our client's Core Values.
• Maintain a high personal and team standard aligned with "Play to Win."
• Foster collaboration and alignment across departments.
• Be a player-coach – needs to jump in and answer calls or outbound to support the achievement of the contact center's goals.
• Demonstrate proactive leadership that drives results and enhances the customer experience.

Experience

• 2+ years of call center management or similar leadership role.
• ServiceTitan and Dialpad experience strongly preferred.
• Home-service industry experience a plus.