Customer Service Manager

Customer Service Manager

SERVPRO Team Wall (former Franchise of the Year) is hiring to lead our Intake Team – the front line of our business and a key driver of revenue, customer experience, and operational success.

• Manage, coach, and grow a team of Intake Coordinators
• Assist with hiring, onboarding, and ongoing training & performance management
• Build a high‑accountability, high‑performance culture

• Ensure every call delivers exceptional service and maximizes lead conversion
• Coach team using call reviews and performance data
• Handle escalations and turn problems into long‑term improvements

• Oversee daily scheduling and dispatch across multiple locations
• Manage on‑call, weekend, and after‑hours coverage
• Lead after‑hours operations, including direct oversight of our overseas third‑party support team

• Track KPIs, scorecards, and team metrics
• Identify gaps and drive improvements in speed, conversion, and efficiency
• Ensure SOP consistency across all shifts and locations

• 3–5+ years leading a customer service, dispatch, or operations team
• Proven success in coaching teams and improving performance
• Experience managing after‑hours and/or overseas support teams
• Strong problem‑solving and customer escalation experience
• Comfortable with CRM systems, call platforms, and Excel

• Restoration, construction, or home services experience
• Background in multi‑location scheduling/dispatch environments
• Experience improving revenue capture or conversion metrics

• 401(k) + matching
• Medical/Dental/Vision
• Generous PTO policy
  
  Training & Development

Compensation: $70,000.00 - $85,000.00 per year

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.