Call Center Operations Manager

Company: Christmas Air Conditioning & Plumbing

Location: Lewisville, TX. On-site and in person. This is not a remote role.

Schedule: Monday through Friday, 8:00 AM to 5:00 PM plus available for escalations as needed

Compensation: $70,000 to $100,000 base (depending on experience), plus a performance bonus tied to booking ratio and department revenue

Reports to: Owner (Nathan)

Leads: CSR / Customer Experience team, Dispatch Lead, and After-Hours Lead

Mission: Change lives through the trades. Create smiles. Do it every day.

Values:

• Serve Others
• Have Fun
• Be an Owner

If those four values describe how you already work, we want to talk.

The Customer Experience Manager runs the room that drives our revenue: the inbound call center. You lead the CSR team that answers, books, and converts every call, text, and message, and you are the direct link between the front line and ownership. The job is both strategic and hands‑on. You set the standard, you coach to it every day, and you carry your own KPIs as a senior CSR while you do it.

Dispatch has its own lead who runs the board day to day. That lead, along with our after-hours lead, reports up to you, so you have visibility and accountability across the full customer journey. That said, more than 90% of your focus is the call center. That is where you spend your time and where you make your impact.

We answer fast, every time. This is the promise you own and enforce:

• Calls answered in 15 seconds or less
• Texts answered within 5 minutes
• All other channels answered within 15 minutes
• Every missed call gets a callback within 5 minutes

Missed calls turn into lost jobs, and slow responses send customers to a competitor. Keeping that from happening is the core of the job.

• Lead, coach, and develop the CSR team to consistently hit booking and quality targets.
• Provide hands‑on, on‑floor support and real‑time coaching.
• Handle escalated customer situations and follow through on critical customer commitments.
• Support overflow calls during peak demand and maintain your own KPIs as a senior CSR.
• Kick off each morning by reviewing overnight calls, bookings, and the dispatch board, then set the day.

• Call volume: about 100 calls per CSR per day. If the calls are not coming in, the team is dialing out.
• Quality audit scores: 95%+ team average, measured on getting the right answer, correct marketing attribution, membership offered, lead versus no‑lead captured, and booking the right way.

• Run call QA and QC. Spot‑check calls, score them, and turn recordings into coaching.
• Own the integrity of the numbers. The booking board reflects reality, and nobody games it.
• Ensure accurate, timely payment processing and adherence to payment procedures, with particular attention to check handling.
• Review and update scripts, outreach templates, and communication standards.

• Coordinate with the Dispatch Lead on daily schedule optimization and emergency‑call handling.
• Keep technician meetings, trainings, and PTO accurately reflected on the schedule.
• Run structured outbound calling cadences to fill the board.

You act as a strategic partner to ownership. You drive department revenue and efficiency, hold high personal and team performance standards, develop and motivate your people, manage change without drama, and model the four values every day.

• 3 or more years leading a call center, customer service team, or high‑volume phone environment, ideally in home services (HVAC, plumbing, electrical) or field services.
• A proven track record of moving a real number: booking ratio, conversion, revenue, or retention. Bring examples.
• A genuine coach who invests in developing the team.
• No hesitation upholding standards and holding team accountable
• Comfortable being measured, and measuring your team, against clear targets every day.
• Calm and decisive during peak‑demand periods (heat waves, freezes, storms).
• Strong command of call‑center software, reporting, and QA.

• Service Titan experience. We run on it, so it shortens your ramp considerably.
• Prior HVAC or plumbing home‑services experience.
• Experience owning a booking‑ratio or membership KPI.
• Base salary of $70,000 to $100,000, depending on experience and track record.
• Performance bonus tied to booking ratio and capacity efficiency.
• [Health insurance] • [Paid time off] • [401(k) with match] • [company phone & laptop]
• A leadership team that gives you the data, the tools, and the authority to run your department.