Call Center Manager

2 days ago Be among the first 25 applicants

This range is provided by Beacon Hill. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$60,000.00/yr - $60,000.00/yr

We are seeking an experienced Call Center Supervisor to oversee a team of 5-10 representatives (split between CSRs and dispatchers) in a fast-paced HVAC/home services environment. This is a middle‑management, in‑office role responsible for ensuring smooth call center operations, dispatching practices, and exceptional customer service for our 3,000+ member customers.

You will work closely with leadership, assist with escalations, and provide backup support for service and dispatch when needed. This position requires strong organizational skills, time management, and the ability to remain calm under pressure in a 24/7 industry.

• Supervise and guide a team of CSRs and dispatchers; oversee daily workflow and performance.
• Dispatch 15-16 technicians daily for routine maintenance and service calls.
• Handle escalated customer issues and ensure high‑level customer service standards.
• Train new hires in customer service and dispatch procedures; lead team meetings and quality control initiatives.
• Manage CRM systems and call center platforms, including Service Titan
  , Salesforce, and Hub Spot.
• Monitor call types, customer interactions, and ensure proper flow of operations.
• Participate in leadership meetings and assist with interviewing and hiring decisions.
• Provide backup support for inbound/outbound calls and dispatching during peak times.
• Maintain platform integrity and oversee reporting for call center performance.

• Service Titan experience required
• Background in home services trades (HVAC, plumbing, electrical, pest control, lawn care, or similar)
• Strong understanding of call center operations and dispatching practices
• CRM experience (Salesforce, Hub Spot)
• High school diploma or GED
• Excellent organizational skills, critical thinking, and ability to provide constructive feedback
• Strong leadership and communication skills; ability to handle urgent situations calmly
• Availability during call center hours (M‑F, 8:00 AM‑6:00 PM) and flexibility for early emergencies

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self‑identification form, please  or copy and paste the following link into an open window in your browser:

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.