Call Center Manager

Benjamin Franklin Plumbing • Novato, CA

5d • Onsite

About The Position

Benjamin Franklin Plumbing is seeking a hands-on Call Center Manager for its Novato, California location. The company is a locally owned residential plumbing business serving the Bay Area from San Jose and Novato. The manager leads customer service representatives and dispatchers and is responsible for how calls are handled, jobs are booked, and the daily dispatch board is managed in ServiceTitan. The role includes coaching the team, tracking performance, and coordinating with Operations Managers to keep technicians’ schedules full and customers informed.

This is a full-time, non-exempt hourly, on-site position paying $32–$35 per hour. The manager schedules and coaches the team, including weekday and weekend coverage, and oversees call center performance and workflows. The position requires availability to work on-site in Novato and flexibility for occasional early, late, or weekend coverage.

Benjamin Franklin Plumbing describes its employees as valuable assets and highlights competitive pay, flexible scheduling, and training programs in technical skills, communications, sales, and other areas. Each franchise location is independently owned and operated; the franchisee makes hiring decisions and sets compensation and benefits.

Requirements

• At least 5 years of call center, contact center, or customer service/dispatch team experience, 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 (plumbing, HVAC, electrical, or restoration) or 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 and keep 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 and route issues to the appropriate Operations Manager.
• Pull and report call center KPIs from ServiceTitan weekly for leadership.
• Coordinate with Operations and Marketing on capacity, call volume, and lead tracking.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Paid sick leave
• Parental leave
• 401(k)
• 401(k) matching
• Profit sharing
• Flexible scheduling
• Training programs in technical training, virtual technical training, communications, sales, and more

What This Job Offers

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