CALL CENTER MANAGER

Hobson Air Conditioning, Inc • Weatherford, TX

9d • Onsite

About The Position

Comfort Experts, Inc. is seeking a working leader to manage its customer service and scheduling team at its headquarters in Weatherford, Texas. The manager will lead, develop, and support customer service representatives and scheduling staff while overseeing daily call center operations. This is a 100% in-person leadership position; remote and hybrid work are not available. Schedule flexibility is important because the department supports customers across multiple shifts, including evenings and weekends.

The role combines people leadership with hands-on operational support. The manager will coach employees, establish expectations, monitor call and appointment performance, coordinate phone coverage, work with dispatchers and other departments, handle escalated customer concerns, and answer calls when the team needs help. The manager will also promote a collaborative, accountable workplace and share performance results and improvement opportunities with company leadership.

Comfort Experts is a family-owned heating, air conditioning, plumbing, and electrical service company that has served North Texas since 1962. The company emphasizes respect, integrity, teamwork, customer care, and support for employees' lives and families.

Requirements

• Previous call center management, supervisory, or team leadership experience.
• Strong customer service and communication skills.
• Experience coaching, training, and developing employees.
• Ability to manage a busy, fast-paced customer service environment.
• Experience with scheduling, dispatching, or service-based businesses.
• Understanding of call center performance metrics and accountability.
• Strong organizational, computer, and problem-solving skills.
• Confidence in making decisions and taking responsibility for them.
• Positive attitude and willingness to continue learning.
• Genuine desire to help employees and customers succeed.
• Schedule flexibility to support a department serving customers across multiple shifts, including evenings and weekends.
• Ability to work in person at the Weatherford, Texas headquarters; remote and hybrid work are not available.

Nice To Haves

• Experience in the HVAC, plumbing, or electrical industry.

Responsibilities

• Lead, motivate, and support customer service representatives and scheduling staff.
• Create a positive, productive work environment and model professionalism, teamwork, dependability, and customer service.
• Coach employees to improve communication, problem-solving, and appointment-booking skills; recognize strong performance and support struggling employees through training and accountability.
• Conduct team meetings, individual coaching sessions, and performance evaluations.
• Help interview, hire, onboard, and train new team members, and develop future department leaders.
• Address performance issues and workplace conflicts fairly and professionally.
• Oversee daily call center operations and ensure prompt, friendly customer service.
• Monitor incoming and missed calls, hold times, and call volume; ensure calls are handled professionally and appointments are scheduled accurately.
• Coordinate staffing schedules to maintain phone coverage.
• Work with dispatchers, technicians, sales representatives, and other departments to keep technician schedules productive and organized.
• Oversee outbound customer follow-up and appointment scheduling.
• Handle escalated customer concerns and find practical solutions.
• Identify and resolve operational problems, and answer calls when the team needs assistance.
• Monitor appointment-booking rates and call performance; review recorded calls and encourage live appointment booking when possible.
• Track customer satisfaction, missed calls, call quality, and follow-up performance.
• Establish individual and team expectations and help employees understand how performance affects the company.
• Improve scheduling efficiency, reduce missed opportunities, and develop training programs and procedures.
• Share performance results and improvement opportunities with company leadership.
• Build a collaborative team culture through clear communication, consistency, follow-through, fairness, listening, encouragement, and appropriate decision-making.
• Celebrate team wins and help employees learn from mistakes.

Benefits

• Paid training and professional development.
• Employee benefits.
• Vacation and paid time off.
• Performance-based earning opportunities.
• Competitive compensation based on experience and responsibilities.
• Opportunities to make a meaningful impact on a growing company.
• Opportunity to help shape the future of the customer service department.

What This Job Offers

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