Customer Service Manager
About The Position
Join the Heritage Legacy — Lead with Purpose! At Heritage Home Service, we believe that outstanding customer experiences start with empowered teams and strong leadership. We’re looking for a Call Center Manager who thrives in a fast-paced environment, inspires performance, and is passionate about developing people and driving results. If you’re a strategic leader who combines operational excellence with a people-first mindset — this is your opportunity to make a meaningful impact. As our Call Center Manager, you will lead the daily operations and performance of a dynamic customer service team while continuously improving processes and results.
Requirements
- 3+ years of leadership experience in a call center or customer service environment
- 5+ years total experience in customer service, call center, or dispatch roles
- Proven ability to manage, coach, and scale teams of 8+ employees
- Strong analytical mindset with experience using data and reporting tools to drive performance
- Excellent communication, problem-solving, and decision-making skills
- Ability to thrive in a fast-paced, evolving environment
- Highly organized with strong time management and prioritization skills
- Flexible and adaptable to business needs
Responsibilities
- Lead, coach, and develop a team of 10+ customer service representatives
- Conduct regular 1:1 coaching sessions, performance reviews, and development planning
- Build a culture of accountability, engagement, and continuous improvement
- Motivate teams to achieve and exceed key performance metrics
- Monitor and analyze KPIs, call metrics, and performance reports to drive results
- Conduct call reviews and provide actionable feedback to enhance service quality
- Oversee scheduling, staffing, and daily operational workflows
- Identify trends and implement process improvements to increase efficiency and customer satisfaction
- Partner with internal departments to ensure seamless operations
- Handle and resolve escalated customer concerns with professionalism and urgency
- Communicate updates, initiatives, and expectations clearly across the team
- Lead team meetings that inform, align, and inspire
Benefits
- Company-paid Medical, Dental, and Vision Insurance
- 401(K) with company matching
- Paid Time Off and Holiday Plan
- Company-provided Life & Disability Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
