Call Center Manager/ Office Manager

Bumble Bee Home Services • Glendale, AZ

6d • $70,000 - $75,000 • Onsite

About The Position

Call Center Manager / Office Manager Location: Glendale, AZ | Full-Time Reports To: General Manager Lead the Front Line of the Customer Experience At Bumble Bee Home Services, our CSR/DSR team is the first voice our customers hear. That first impression drives bookings, revenue, and long-term loyalty. We’re looking for a results-driven Call Center Manager / Office Manager who can lead our front office with structure, accountability, and a strong sales mindset. This role isn’t just about answering phones. It’s about converting calls into booked revenue, coaching performance, and running an efficient office that supports field operations. If you understand call conversion, KPI tracking, and team leadership in the HVAC or plumbing industry — this is your opportunity to make a measurable impact. What You’ll Own Call Center Leadership Lead, train, and coach CSRs and DSRs to maximize booking rates Monitor call quality, conversion percentages, and revenue per call Conduct call reviews and performance coaching Manage daily huddles and accountability tracking Develop scripts and processes that drive consistency Ensure proper dispatch coordination and schedule optimization This role requires someone who understands that every missed call is missed revenue. Performance & KPI Management Track booking rates, call volume, abandoned calls, revenue per CSR Drive improvement in conversion rates and overall efficiency Implement incentive programs to motivate the team Collaborate with sales and service managers to align scheduling with revenue goals Maintain ServiceTitan dashboards and reporting accuracy We are looking for someone who manages by numbers — not by guesswork. Office Operations Oversee day-to-day office workflow and administrative processes Ensure accurate job entries, financing documentation, and customer follow-up Manage office supplies, office needs and other miscellaneous Assist with setup of tablets Assist with memberships and mailings Cross-Department Collaboration Work closely with HVAC, Plumbing, and Drain managers Ensure proper communication between field and office Resolve escalated customer concerns professionally and efficiently Support marketing initiatives by tracking campaign performance What We’re Looking For Experience 3+ years in call center leadership (HVAC/plumbing/home services preferred) Prior CSR/DSR management experience Strong knowledge of booking, dispatching, and customer service workflows ServiceTitan experience strongly preferred Skillset Proven ability to increase booking rates and revenue performance KPI-driven and comfortable holding team members accountable Strong leadership and communication skills Organized, detail-oriented, and process-focused Ability to multitask in a fast-paced service environment Leadership Style Positive but firm Performance-driven Coach and mentor — not micromanager Leads by example What We Offer Compensation: Competitive salary based on experience Bonus Potential: Performance-based incentives tied to booking and revenue goals Benefits: 401(k) with 4% match Medical (75% employer-paid for employee after 60 days) Dental & Vision 40 hours sick time 40 hours vacation Schedule: Monday–Friday with occasional flexibility during peak seasons The Bottom Line We are growing — and growth requires strong operational leadership at the front desk. If you know how to: Turn inbound calls into booked jobs Hold a team accountable to performance metrics Run an organized, efficient office Improve customer experience while increasing revenue Then we want to talk to you. Apply today and lead the team that drives the engine of our business. Salary Description $70,000-$75,000

Requirements

• 3+ years in call center leadership (HVAC/plumbing/home services preferred)
• Prior CSR/DSR management experience
• Strong knowledge of booking, dispatching, and customer service workflows
• ServiceTitan experience strongly preferred
• Proven ability to increase booking rates and revenue performance
• KPI-driven and comfortable holding team members accountable
• Strong leadership and communication skills
• Organized, detail-oriented, and process-focused
• Ability to multitask in a fast-paced service environment
• Positive but firm
• Performance-driven
• Coach and mentor — not micromanager
• Leads by example

Responsibilities

• Lead, train, and coach CSRs and DSRs to maximize booking rates
• Monitor call quality, conversion percentages, and revenue per call
• Conduct call reviews and performance coaching
• Manage daily huddles and accountability tracking
• Develop scripts and processes that drive consistency
• Ensure proper dispatch coordination and schedule optimization
• Track booking rates, call volume, abandoned calls, revenue per CSR
• Drive improvement in conversion rates and overall efficiency
• Implement incentive programs to motivate the team
• Collaborate with sales and service managers to align scheduling with revenue goals
• Maintain ServiceTitan dashboards and reporting accuracy
• Oversee day-to-day office workflow and administrative processes
• Ensure accurate job entries, financing documentation, and customer follow-up
• Manage office supplies, office needs and other miscellaneous
• Assist with setup of tablets
• Assist with memberships and mailings
• Work closely with HVAC, Plumbing, and Drain managers
• Ensure proper communication between field and office
• Resolve escalated customer concerns professionally and efficiently
• Support marketing initiatives by tracking campaign performance

Benefits

• 401(k) with 4% match
• Medical (75% employer-paid for employee after 60 days)
• Dental & Vision
• 40 hours sick time
• 40 hours vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed