Customer Service Manager

Reimer Home Services • Buffalo, NY

6d • $80,000 - $100,000 • Onsite

About The Position

Reimer Home Services is hiring a Call Center Manager to lead its Customer Service and Dispatch operations. This leadership role is responsible for team performance, employee development, process improvement, and ensuring an outstanding experience for customers contacting the company. The position partners with Service, Sales, Installation, and Leadership teams to support company objectives and operational excellence.

This is a full-time, in-person position based in Cheektowaga, New York. The annual salary is $80,000–$100,000, based on experience and qualifications.

Requirements

• At least 3 years of leadership experience in a call center, contact center, customer service, or dispatch environment.
• At least 5 years of experience in customer service, call center operations, dispatch, or related fields.
• Proven ability to lead, coach, and develop teams of 10 or more employees.
• Strong understanding of call center KPIs, productivity metrics, and performance management.
• Excellent communication, problem-solving, and decision-making skills.
• Experience using reporting tools and data to drive operational improvements.
• Highly organized, with exceptional time-management and prioritization skills.
• Ability to thrive in a fast-paced, high-volume service environment.

Nice To Haves

• Home services industry experience.

Responsibilities

• Lead, coach, and develop Customer Service Representatives and Dispatch personnel.
• Conduct one-on-one coaching sessions, performance reviews, and employee development planning.
• Create a culture of accountability, engagement, and continuous improvement.
• Monitor and analyze KPIs, call metrics, booking rates, customer satisfaction scores, and overall team performance.
• Review customer interactions and provide actionable coaching to improve results.
• Manage staffing, scheduling, and daily call center operations to maximize efficiency.
• Partner with Service, Sales, Installation, and Leadership teams to support company objectives.
• Resolve escalated customer concerns professionally and effectively.
• Identify process improvements that enhance the customer and employee experience.
• Lead team meetings, communicate expectations, and drive operational excellence.

Benefits

• Company-paid medical, dental, and vision insurance.
• Disability and life insurance.
• 401(k) with company match.
• Paid holidays and paid time off (PTO).
• Ongoing leadership development and career advancement opportunities.
• Employment with an established company with over a century of success and stability.

What This Job Offers

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