Customer Service Representative Manager

Call Center Manager

We are a family‑owned and operated HVAC contractor in the Metro‑Detroit area, serving our customers since 1948. We foster a culture that invites employees to be an integral part of our team through praise, recognition, ongoing training and education. Our customers appreciate our technicians and expect only the best service in their homes.

Roseville, MI

• Competitive pay, starting at $25/hr (depending on skills and experience)
• Medical, dental & vision coverage
• 401(k) with employer match
• Paid training and education

Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals.

• Generate an inbound and outbound call schedule to boost sales.
• Supervise and train staff on how to convert calls into booked service appointments.
• Manage dispatch to ensure the right technicians are matched to every job.
• Author and refine call scripts so they’re clear, compelling and result in more appointments.
• Get potential customers excited about the company and encourage them to spread the word.
• Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
• Become an expert in your market, know the customers’ needs and how best to engage them.
• Monitor staff performance, review recorded calls and advise on how to promote sales.
• Adhere to the company’s plan for resolving customer complaints quickly and favorably.
• Formalize a coaching and training platform that’s cost‑effective and measurable.
• Show employees how their individual contributions matter to the company’s success.
• Coach employees on building trust and demonstrating empathy with customers.
• Regularly present reports to the Operations Manager in an easy‑to‑understand format.
• Ensure sufficient staffing to match business demand and seasonal spikes.
• Check the status of Call Center Representatives to ensure staff is available to answer incoming calls.
• Maintain coverage of the Call Center during all open business hours.
• Participate in the manager on‑call schedule.
• Conduct weekly one‑on‑ones with Call Center Representatives.
• Attend the company Daily Huddle.
• Attend the company weekly Level 10 Meetings.
• Attend weekly one‑on‑one with the Operations Manager.
• Any other duties as assigned by the Operations Manager.

• Minimum of 2 years of call center management experience.
• Proven track record in customer service, ideally in management.
• Patient, diplomatic leader who can diffuse conflict and convey empathy.
• Ability to inspire and lead others to attain company goals.
• IT competent, specifically Microsoft Office;
  Service Titan is a plus.
• Highly organized with exceptional follow‑through abilities.
• Strong verbal and written communication skills.
• Professional presentation and public‑speaking ability.
• Personality that blends well with a fast‑paced, goal‑driven environment.