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Call Center Manager

11 hours ago

Denver, Colorado, United States Brothers Plumbing Heating & Electric Full time

At
Brothers Plumbing, Heating & Electric
, our Client Care team is the voice of our company, and we're looking for a leader who knows how to inspire people, navigate challenges, and build a high-performing team.

This role is ideal for someone who loves coaching others, improving systems, and creating an environment where people feel supported and accountable.

Denver, CO | Full-Time | On-Site | Salary

About the Role

As our
Call Center Manager
, you'll lead the Client Care Representatives who handle incoming calls, scheduling, and customer communication. More importantly, you'll shape the culture, performance, and experience of the department.

You'll be a hands-on leader who:

  • Coaches and mentors team members
  • Leads with empathy, professionalism, and clarity
  • Handles difficult conversations and team challenges confidently
  • Drives performance through coaching and accountability

What You'll Be Doing

  • Leading and developing the Client Care team
  • Monitoring call quality, KPIs, and booking performance
  • Listening to calls and providing actionable coaching
  • Supporting team members through emotional or high-pressure situations
  • Overseeing onboarding, training, and ongoing development
  • Stepping in for phone overflow or dispatch support when needed
  • Partnering with Operations and HR on hiring and performance
  • Improving processes, scripts, and department workflows

Who We're Looking For

  • A strong, emotionally intelligent leader
  • Experience leading a customer service or call-center-style team
  • Excellent communication and conflict-resolution skills
  • Calm under pressure, proactive, and organized
  • Passionate about people development and customer experience
  • ServiceTitan experience is a plus, but not required.

Why Brothers?

We're a locally owned company with over 45 years serving the Denver community. We believe great leadership creates great teams.

We offer:

  • Competitive salary
  • Paid time off and paid holidays
  • Leadership development and ongoing training
  • A supportive, people-focused culture
  • Long-term career growth

Ready to Lead With Impact?

If you're looking for a leadership role where you can make a real difference for customers and team members, we'd love to connect.

Apply directly or message us to learn more. Let's build something great together.