Customer Service Manager - Call Center

Customer Service Manager - Call Center

Neighborhood Home Services is seeking an energetic, driven Customer Service Manager - Call Center to own the performance and growth of our call center. You will lead a team of Customer Service Representatives (CSRs) and elevate the customer experience from the first ring to a booked appointment by building the playbooks, standards, and culture that make excellence repeatable.

• Competitive pay (base + performance incentives)
• Health & Dental Insurance—100% company-paid (employee only)
• Life Insurance Options
• HSA plans with company contribution
• Simple IRA with company match
• Optional Vision, Life, Short‑Term Disability insurance
• Optional Legal Shield, Accident, and Cancer Insurance
• Paid Time Off, Birthday (Weekday), and Holidays
• 6 paid holidays + paid birthday off (when it falls on a weekday)
• Genuinely fun company events— for you and your family

• Lead, coach, and develop CSRs to convert calls into booked service appointments while protecting the customer experience.
• Own call quality‑control: call monitoring, scorecards, calibrations, and targeted coaching to raise standards every week.
• Build and maintain a repeatable training program and onboarding path that reduces time‑to‑proficiency and improves consistency.
• Author, refine, and enforce call scripts and call flows that are clear, compliant, and built to convert.
• Monitor KPIs daily/weekly (answer rate, abandon rate, booking rate, revenue per call, QA score, etc.) and drive action from the data.
• Plan staffing and schedules to meet demand and seasonal spikes; support hiring, interviewing, and onboarding as needed.
• Handle escalated customer issues with professionalism; resolve quickly and identify root causes to prevent repeats.
• Partner with the Marketing Manager and Service Managers to communicate promotions and translate them into scripts, FAQs, and booking guidelines.
• Coordinate with Service Managers and the Dispatch Manager on capacity assumptions, emergency protocols, and booking expectations.
• Build a positive, results‑driven culture—recognition, accountability, and leadership development for future CSR Leads.

• 3+ years of customer service or call center leadership experience, including coaching, performance management, and hiring.
• Strong project‑management mindset—able to run multiple initiatives at once, document SOPs, and execute improvements end‑to‑end.
• Proven ability to build training and quality programs (call audits, scorecards, calibrations) that improve consistency and results.
• Data‑driven operator: comfortable with KPI dashboards, trend analysis, and turning insights into action.
• Excellent verbal and written communication skills; confident in delivering expectations, feedback, and escalation resolution.
• Highly organized, detail‑oriented, and energized by a fast‑paced, goal‑driven environment.
• Strong computer skills; experience with call center technology (phone systems, call recording, CRM/call tracking). Service Titan or similar CRM experience preferred.

To apply, submit your resume, application, and cover letter describing why you would be a good fit for the role. If you’d like to learn more about Neighborhood Home Services, visit

Neighborhood Home Services is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state or federal law.