Call Center Manager

Who We Are

At Seaside Plumbing, we’re not just answering phones and fixing plumbing—we’re restoring peace, uplifting lives, and raising the standard of what service in the trades looks like.

We believe:

• Every great customer experience starts before a technician ever arrives
• People deserve to feel heard, cared for, and confident that help is on the way
• Great teams need great coaching, clear expectations, and strong leadership
• Data matters—but the people behind the numbers matter too
• Leadership means developing people, not simply managing their performance

We’ve built a company where people grow, customers trust us, and the bar is set high.

This is not for everyone.

This is not a sit-behind-a-desk-and-watch-the-numbers management role.

This is a high-accountability leadership role where:

• Customer experience matters
• Performance matters
• Communication matters
• Coaching matters
• Accountability matters

You’ll lead the people responsible for creating some of the first and most important interactions our customers have with Seaside and coordinating what happens next.

When your team wins, you should know why. When they’re struggling, you should have a plan to help them get better.

If you avoid difficult conversations, struggle to hold people accountable, or aren’t willing to coach from the front—this probably isn’t the role for you.

As the Call Center Manager, you will lead the performance, development, and day-to-day operations of our Customer Service and Dispatch teams.

You will:

• Lead, coach, develop, and hold accountable our Customer Service Representatives and Dispatchers
• Establish clear expectations, KPIs, and consistent coaching rhythms for both teams
• Monitor calls, booking, dispatch, and other performance metrics to identify opportunities for improvement
• Develop CSRs in customer communication, booking, de-escalation, and delivering an exceptional customer experience
• Develop Dispatchers in prioritization, communication, decision-making, and effective management of the daily service board
• Ensure strong communication and handoffs between Customer Service, Dispatch, Service Managers, and our field teams
• Oversee staffing and scheduling to meet call volume, technician capacity, and seasonal business needs
• Continuously improve the people, processes, technology, and training that drive Call Center and Dispatch performance

• Your CSRs and Dispatchers know what’s expected of them and receive consistent coaching
• Booking, conversion, dispatch, and operational performance are measured and improving
• CSRs communicate with confidence, empathy, urgency, and professionalism
• Dispatchers make thoughtful decisions based on customer needs, technician strengths, geography, capacity, and business opportunity
• Communication between the Call Center and field teams is strong and reliable
• Customer escalations are handled effectively and recurring problems are addressed
• Your people are more capable, confident, and accountable because of your leadership

This isn’t just about managing phones.

And it isn’t just about managing a dispatch board.

The Call Center sits at the intersection of customer experience, sales, field operations, capacity, communication, and revenue.

Your CSRs turn a homeowner’s need into an opportunity for Seaside to serve them. Your Dispatchers help make sure we deliver on that promise by coordinating our people and resources effectively.

You are responsible for developing both.

We invest heavily in coaching, technology, training, communication, and continuous improvement because we believe great performance comes from building great people and strong systems.

We believe great people deserve to be taken care of.

• Compet…