Customer Service Manager

Call Center Manager – Home Services

Sergeants Electrical | North Port, FL

Salary: $60,000–$70,000 per year, based on experience

Sergeants Electrical is seeking an experienced, results-driven Call Center Manager to lead our customer service and booking team. This is a hands‑on leadership position for someone who understands how to manage both inbound and outbound call-center operations
, improve conversion rates, hold team members accountable, and create a positive, high‑performing culture.

The ideal candidate has proven experience managing a call center and is comfortable using data, coaching, and clear expectations to improve performance. Experience in the electrical, HVAC, plumbing, or residential home‑services industry is strongly preferred.

• Lead the daily operations of the inbound and outbound call center
• Manage, coach, train, and develop customer service representatives
• Drive inbound booking rates and outbound call performance
• Monitor call volume, answer rates, missed calls, booking rates, conversion rates, and other key performance indicators
• Set clear individual and team goals and hold employees accountable for results
• Review recorded calls and provide consistent coaching and feedback
• Develop scripts, processes, and call‑handling standards that improve the customer experience
• Create outbound campaigns for unsold opportunities, memberships, follow‑ups, and customer reactivation
• Ensure appropriate staffing and scheduling based on call volume and business needs
• Recruit, onboard, and train new call‑center employees
• Conduct team meetings, performance reviews, and one‑on‑one coaching sessions
• Work closely with dispatch, operations, sales, and field leadership
• Identify performance gaps and implement action plans to improve results
• Maintain accurate reporting and communicate call‑center performance to senior leadership
• Build a positive, accountable, and customer‑focused team culture

• Previous experience managing a call center is required
• Proven experience leading both inbound and outbound call‑center operations
• Strong understanding of call‑center KPIs, booking rates, conversion rates, answer rates, and call‑volume metrics
• Demonstrated success coaching employees and improving individual and team performance
• Strong leadership, communication, and conflict‑resolution skills
• Ability to hold employees accountable while maintaining a positive team environment
• Experience creating and improving call scripts, workflows, and processes
• Strong organizational, analytical, and problem‑solving abilities
• Comfortable working in a fast‑paced, performance‑driven environment
• Proficiency with call‑center, CRM, and scheduling software

• Experience in the electrical, HVAC, plumbing, or residential home‑services industry
• Experience using Service Titan
• Experience managing appointment booking, customer retention, membership, or outbound reactivation campaigns
• Experience recruiting, training, and developing call‑center employees

• $60,000–$70,000 per year, depending on experience
• Performance‑based bonus opportunities
• Medical, dental, and vision insurance
• 401(k)
• Paid Time Off
• Paid holidays
• Professional development and advancement opportunities
• Supportive, growth‑focused company culture

This is an excellent opportunity for an experienced call‑center leader who enjoys developing people, improving performance, and helping a growing home‑services company deliver an exceptional customer experience.

Applicants must have previous call‑center management experience.

Full Time In Person

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