Call Center Manager

Hosack Plumbing, Heating & Cooling is looking for a motivated, people-focused Assistant Call Center Manager to help lead our Customer Service and Dispatch teams.

This is more than an office position. You’ll play an important role in the entire customer journey. From the first phone call to scheduling and dispatching the right technician to the customer’s home.

Working alongside our Call Center Manager, you’ll help coach and develop our team, improve daily performance, solve customer and scheduling challenges, and keep our field technicians productive and supported.

If you’re organized, confident, driven, and enjoy helping people succeed, this could be a great next step in your career.

• Full-Time
• Monday–Friday
• 7:00 AM–4:00 PM
• On-call/after-hours expectations may apply based on business needs

As our Assistant Call Center Manager, you will:

• Help lead and support our CSR and Dispatch teams
• Coach, develop, and hold team members accountable to performance expectations
• Monitor daily call center activity and KPIs
• Review customer calls and provide constructive coaching and feedback
• Assist with scheduling and dispatching to maximize technician productivity
• Identify opportunities to fill open spots on the schedule
• Help ensure calls are answered, booked, and handled with a high level of customer service
• Handle escalated customer situations and help find effective solutions
• Assist with training and onboarding new CSRs and Dispatchers
• Work closely with Service Technicians, Service Managers, and other department leaders
• Help maintain strong communication between the call center and field teams
• Manage and monitor lead sources, including Angi, Google Local Services Ads (LSA), and other lead-generation channels
• Step in to lead the call center when the Call Center Manager is unavailable
• Identify opportunities to improve processes, efficiency, booking rates, and the overall customer experience

We’re looking for a self-driven leader who takes ownership, solves problems, and keeps things moving.

The ideal candidate is:

• Organized and detail-oriented
• Positive and solutions-focused
• Confident when making decisions
• Accountable and dependable
• Customer-focused
• Comfortable coaching and developing others
• Able to handle multiple priorities in a fast-paced environment
• Willing to jump in and help wherever needed
• Comfortable working with performance metrics and KPIs

• Previous customer service, call center, dispatch, or similar operational experience
• Strong communication and organizational skills

• Previous leadership, supervisor, or team lead experience
• Plumbing, HVAC, electrical, or residential home-services experience
• Experience managing CSRs and/or Dispatchers
• Experience with lead-generation platforms such as Google LSA and Angi

We offer a comprehensive benefits package that includes-

• Health Insurance
• Vision Insurance
• 401(k)
• Paid Time Off
• Paid Holidays
• Life Insurance
• Short-Term and Long-Term Disability
• Employee Discounts
• Company-Provided Training

Our customers’ experience starts before a technician ever arrives at their home.

It starts with the person who answers the phone. It continues with the CSR who schedules the appointment, the Dispatcher who coordinates the right technician, and the field team that delivers the service.

As Assistant Call Center Manager
, you’ll help make sure all of those pieces work together. You’ll support the people behind the phones, help keep our technicians productive, and ensure our customers receive the level of service they expect from Hosack Plumbing, Heating & Cooling.

If you’re ready to grow into a larger leadership role and want to build your career with a growing plumbing, heating, and cooling company,
we’d love to meet you.