Customer Service Manager

SERVPRO Team Wall - 9695

About The Position

SERVPRO Team Wall (former Franchise of the Year) is looking for our next great leader! We’re hiring a Customer Service Manager to lead our Intake Team—the front line of our business and a key driver of revenue, customer experience, and operational success. If you’re a people-first leader who knows how to coach teams, improve performance, and maximize every customer opportunity, this role is for you. Why This Role Matters: This isn’t just a customer service job—this team directly impacts revenue and customer trust at critical moments. You’ll have the opportunity to help build a stronger team, improve systems, and make a real difference for customers when they need help most.

Requirements

3–5+ years leading a customer service, dispatch, or operations team
Proven success in coaching teams and improving performance
Experience managing after-hours and/or overseas support teams
Strong problem-solving and customer escalation experience
Comfortable with CRM systems, call platforms, and Excel

Nice To Haves

Restoration, construction, or home services experience
Background in multi-location scheduling/dispatch environments
Experience improving revenue capture or conversion metrics

Responsibilities

Lead & Develop the Team
Manage, coach, and grow a team of Intake Coordinators
Assist with hiring, onboarding, and ongoing training & performance management
Build a high-accountability, high-performance culture
Drive Revenue & Customer Experience
Ensure every call delivers exceptional service and maximizes lead conversion
Coach team using call reviews and performance data
Handle escalations and turn problems into long-term improvements
Run Scheduling & Dispatch Operations
Oversee daily scheduling and dispatch across multiple locations
Manage on-call, weekend, and after-hours coverage
Lead after-hours operations, including direct oversight of our overseas third-party support team
Improve Performance
Track KPIs, scorecards, and team metrics
Identify gaps and drive improvements in speed, conversion, and efficiency
Ensure SOP consistency across all shifts and locations