Call Center Manager

Benjamin Franklin Plumbing of Bay Area, CA•Novato, CA

6d•$32 - $35•Onsite

About The Position

Benjamin Franklin Plumbing is a locally owned residential plumbing company serving the Bay Area from its San Jose and Novato locations. The Call Center Manager is a hands-on leader responsible for the customer service representatives and dispatchers who shape customers’ first interaction with the company. The manager oversees call handling, job booking, scheduling, and dispatch operations in ServiceTitan, while coaching the team and tracking performance. The role works closely with Operations Managers to keep technicians’ schedules full and customers informed. This is a full-time, non-exempt hourly, on-site position based in Novato, California. The stated pay is $32–$35 per hour. The role includes weekday and weekend coverage, with flexibility for occasional early, late, or weekend work.

Requirements

At least 5 years of experience in a call center, contact center, or customer service/dispatch team, including at least 3 years in a supervisor, lead, or manager role.
Hands-on, day-to-day ServiceTitan experience, including booking calls, managing the dispatch board, and running reports.
Proven ability to coach a team and hold it accountable to call and booking metrics.
Strong phone presence and clear written communication.
Comfort with computers, multiple screens, and phone systems.
Availability to work on-site at the Novato location, with flexibility for occasional early, late, or weekend coverage.

Nice To Haves

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

Responsibilities

Lead, schedule, and coach customer service representatives and dispatchers, including weekday and weekend coverage.
Manage daily call center performance, including answer rate, booking rate, abandoned calls, hold time, and call quality.
Manage booking, scheduling, and dispatch in ServiceTitan, keeping the dispatch board accurate and up to date.
Listen to recorded calls, score them, and provide regular one-on-one coaching.
Train new hires on call scripts, ServiceTitan workflows, and customer service standards.
Build and maintain inbound, outbound, follow-up, and membership call scripts.
Run outbound campaigns for unsold estimates, membership renewals, maintenance reminders, and follow-up calls.
Handle escalated customer calls and complaints, routing issues to the appropriate Operations Manager.
Pull and report ServiceTitan call center KPIs weekly for leadership.
Coordinate with Operations and Marketing on capacity, call volume, and lead tracking.