Call Center Manager

• Health insurance
• Paid time off
• Parental leave
• Profit sharing
• Vision insurance
• 401(k)
• 401(k) matching
• Dental insurance

• Lead schedule and coach a team of customer service reps and dispatchers including weekday and weekend coverage.
• Own daily call center performance: answer rate booking rate abandoned calls hold time and call quality.
• Manage booking scheduling and dispatch in ServiceTitan; keep the dispatch board accurate and up to date.
• Listen to recorded calls score them and give regular one-on-one coaching.
• Train new hires on our call scripts ServiceTitan workflows and customer service standards.
• Build and maintain call scripts (inbound outbound follow-up and membership calls).
• Run outbound campaigns: unsold estimates membership renewals maintenance reminders and follow-up calls.
• Handle escalated customer calls and complaints and route issues to the right Operations Manager.
• Pull and report on call center KPIs from ServiceTitan weekly for leadership.
• Work with Operations and Marketing on capacity call volume and lead tracking.

• Call center experience 5 years working in a call center contact center or customer service/dispatch team including at least 3 year(s) in a supervisor lead or manager role.
• ServiceTitan experience hands-on day-to-day use of ServiceTitan including booking calls managing the dispatch board and running reports.
• Proven ability to coach and hold a team accountable to call and booking metrics.
• Strong phone presence and clear written communication.
• Comfortable with computers multiple screens and phone systems.
• Available to work on-site at our Novato location with flexibility for occasional early late or weekend coverage.

• Experience in home services (plumbing HVAC electrical restoration) or another trades business.
• Experience with membership or service-agreement programs.
• ServiceTitan reporting dashboards or admin-level setup.
• Bilingual English/Spanish.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.

We want to make joining our team as easy as possible. Our team members are the most valuable assets in our organization. Its true our employees come first! How do we prove it First things first.

1. Pay We believe the best performers deserve the best pay. Thats why we want to pay YOU the best competitive rate.

2. Flexibility We want YOU to have time for the most important things in your life. Our scheduling is flexible. Find out how we do it.

3. Career Path We offer you an unlimited future with our world class training programs. Our training programs include Technical Training Virtual technical training communications sales and more! If you are serious about your career and want to learn from the best in the industry apply today!

So if you have a great attitude and a strong workethicand are someone who takes pride in the work you do then we want to hear from you!

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment benefits scheduling and compensation at this franchise should be made directly to the franchise location and not to Benjamin Franklin Plumbing Corporate.