Customer Service Manager

American Home Contractors

7d • Onsite

About The Position

American Home Contractors is a fast-growing, industry-leading exterior remodeling company serving homeowners across the Mid-Atlantic. We specialize in roofing, siding, windows, doors, gutters, and premium solar solutions, including Tesla Solar Roof installations.

With thousands of 5-star reviews and operations across multiple states, our mission is simple: to install peace of mind for every homeowner we serve.

We are looking for a hands-on Customer Service Manager to lead and develop our CSR team in a high-volume inbound and outbound call environment.

This is not a traditional office manager role. This is a player-coach position for someone who thrives in a fast-paced setting—driving call performance, increasing booked appointments, and actively coaching a team to perform at a high level.

You will be directly responsible for top-of-funnel performance, including outbound activity, appointment setting, and CSR development.

This is a 100% in-office role based in Fulton, MD

Our Environment

High-volume inbound + outbound call center
CSRs make 90–150+ outbound calls daily
Fast-paced, metrics-driven environment
Real-time scheduling and dispatch coordination
Performance is measured by appointments set and conversion rates
Multiple service lines (Tune-Ups, Retail, Solar)

Requirements

• 3+ years of experience leading in a high-volume inbound/outbound call environment
• Strong experience with outbound calling teams (required)
• Proven ability to drive performance and hit KPIs
• Experience training and coaching CSRs
• Ability to operate in a fast-paced, high-accountability environment

Nice To Haves

• Home services or service-based industry experience
• Experience with CRM systems (Zoho, Salesforce, etc.)
• Background in appointment setting or inside sales

Responsibilities

• Lead From the Front
• Jump into calls when needed—this is a hands-on role
• Set the tone for urgency, energy, and accountability
• Hold the team to daily calls and booking targets
• Drive Call Center Performance
• Manage inbound and outbound call activity
• Increase contact rates and appointments set
• Monitor KPIs: call volume, booking %, speed to lead, follow-up consistency
• Train & Develop CSRs
• Coach team members daily through call reviews and real-time feedback
• Train new hires on scripts, systems, and expectations
• Improve outbound performance and objection handling
• Own Scheduling & Lead Flow
• Oversee appointment setting and calendar optimization
• Ensure rapid and consistent follow-up on all leads
• Partner with sales and field teams to maximize booked opportunities
• Systems & Accountability
• Ensure CRM (Zoho) is accurate and consistently used
• Track and report on team performance
• Improve scripts, workflows, and follow-up processes

Benefits

• 401(k)
• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Donation matching
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

What This Job Offers

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