Call Center Manager
Gene Johnson•Woodinville, WA
•$85,000 - $115,000•Onsite
About The Position
Gene Johnson has been serving homeowners throughout the Greater Seattle area for decades with trusted plumbing, HVAC, and electrical services. We’re looking for an experienced Call Center Manager who is passionate about developing people, improving processes, and delivering an outstanding customer experience. This role will oversee the daily operations of our Customer Service Representatives and Dispatch team while driving performance, efficiency, and service excellence in a fast-paced home services environment.
Requirements
- 5+ years of call center, customer service, or operations leadership experience.
- 3+ years managing customer service or dispatch teams.
- Strong leadership, coaching, and employee development skills.
- Proven ability to improve KPIs and drive operational performance.
- Excellent communication, organizational, and problem-solving skills.
- Comfortable working in a fast-paced, metrics-driven environment.
- Proficient with Microsoft Office and reporting tools
Nice To Haves
- Experience within HVAC, plumbing, electrical, or other residential home services preferred.
- Experience with ServiceTitan and Five9 or similar service management software preferred.
Responsibilities
- Lead, coach, and develop a high-performing team of Customer Service Representatives and Dispatchers.
- Manage daily call center operations, scheduling, staffing, and workflow.
- Monitor key performance metrics including booking rate, call quality, response times, customer satisfaction, and conversion rates.
- Conduct regular coaching sessions, performance reviews, and ongoing training.
- Partner with Dispatch, Sales Manager, Trade Managers and field leadership to maximize technician schedules and revenue opportunities.
- Oversee quality assurance through call monitoring and feedback.
- Resolve escalated customer concerns with professionalism and urgency.
- Develop and improve processes that enhance efficiency and the customer experience.
- Prepare operational reports and provide recommendations to senior leadership.
- Ensure consistent use of ServiceTitan, phone systems, and CRM tools while maintaining accurate reporting.
Benefits
- Competitive salary of $85,000–$115,000 annually plus bonus
- Performance-based bonus opportunity
- Medical, Dental & Vision Insurance
- 401(k) with Company Match
- Paid Time Off & Paid Holidays
- Ongoing leadership development and training
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
