CSR Manager

Hunt's Services • Fife, WA

1d • Onsite

About The Position

The Call Center Manager is responsible for leading, developing, and optimizing our customer service team. This role ensures every customer interaction reflects our company’s standards while maximizing booking opportunities, efficiency, and overall customer satisfaction. You will play a key role in coaching team members, improving processes, and driving performance metrics that directly impact company growth.

Requirements

• 3+ years of call center or customer service leadership experience (home services preferred)
• Strong leadership and coaching skills with a proven ability to develop teams
• Experience with KPI tracking and performance management
• Excellent communication and problem-solving skills
• Ability to multitask and thrive in a fast-paced environment
• Strong organizational and time management skills

Nice To Haves

• Experience with ServiceTitan or similar CRM systems is a plus
• A leader who holds their team accountable while building them up
• Someone who doesn’t settle for average and is driven by results
• A problem-solver who can improve systems, not just manage them
• A team player who collaborates across departments
• Someone who understands urgency and customer expectations in home services

Responsibilities

• Lead, coach, and develop a team of CSRs (Customer Service Representatives)
• Monitor call quality, booking rates, and overall team performance
• Create a high-performance culture focused on customer experience and conversion
• Review and analyze KPIs (call volume, booking percentage, etc.)
• Implement training programs for new hires and ongoing team development
• Ensure consistent use and optimization of ServiceTitan
• Handle escalated customer concerns with professionalism and urgency
• Collaborate with operations, dispatch, and leadership teams to improve workflows
• Develop and enforce call scripts, processes, and best practices
• Maintain staffing schedules to meet call demand
• Manage and oversee customer membership program
• Answering the phones and booking calls
• Regular, prompt attendance during normal business hours is essential for answering customer and CSR questions during working hours
• Performs other duties as assigned

Benefits

• Paid Time Off: vacation + 6 paid holidays + sick leave
• Health Benefits: Medical, dental, and vision insurance
• 401(k) Retirement: With up to 3.5% company match after one year
• Parental Leave: We support working parents!
• Professional Development: Training, growth opportunities, and advancement within the company
• Weekly Pay: Because you work hard, and we pay fast

What This Job Offers

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