Call Center Manager
On Time Experts
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Zusammenfassung
On Time Experts, formerly Hosack Plumbing, Heating & Cooling, is seeking a hands-on Call Center Manager to lead our CSR and Dispatch teams in a fast-paced, in-office environment. The role emphasizes coaching, performance, and accountability to keep dispatch boards full and convert calls into booked appointments.
You will leverage ServiceTitan to monitor performance, drive outbound campaigns, grow maintenance memberships, and enhance customer satisfaction while guiding your team through daily and
Qualifikationen
- Residential home services experience is required.
- Hands-on ServiceTitan experience is required.
- 3+ years of leadership experience managing a call center, CSR, Dispatch, or similar customer service operation.
- Proven ability to lead, coach, develop, and hold employees accountable.
- Experience managing call center KPIs, booking rates, conversion rates, and team productivity.
Aufgaben
- Oversee the daily operations of CSR and Dispatch departments, ensuring consistent performance and exceptional customer experiences.
- Build a positive, energetic, competitive, and accountable team culture.
- Establish clear daily, weekly, and monthly performance expectations.
- Coach employees on call handling, booking techniques, outbound calling, membership conversions, and customer communication.
- Conduct regular team meetings, one-on-one coaching sessions, call reviews, and performance evaluations.
- Recruit, interview, hire, onboard, train, and develop high-performing CSRs and Dispatchers.
- Identify performance gaps and implement structured coaching and improvement plans.
- Recognize strong performance while promptly addressing underperformance.
Kenntnisse
Tools
Jobbeschreibung
On Time Experts | Formerly Hosack Plumbing, Heating & Cooling
Salary: $55,000–$75,000 annually, based on experience
Location: 635 Trade Center Blvd, Chesterfield, MO 63005
Schedule: Full-Time | Monday–Friday | In-Office
Industry: Residential HVAC, Plumbing & Electrical
REQUIRED: Residential Home Services Experience & Service Titan Experience
Hosack Plumbing, Heating & Cooling is entering an exciting new chapter as On Time Experts, formerly Hosack Plumbing, Heating & Cooling!
With a refreshed brand, continued investment in our people, and exciting growth ahead, we're looking for an experienced, results-driven Call Center Manager to lead our Customer Service Representative (CSR) and Dispatch teams.
We're not looking for someone to simply manage a call center. We're looking for a leader who knows how to keep dispatch boards full, turn calls into booked appointments, recover unsold opportunities, grow maintenance memberships, and develop a team that consistently delivers results.
Our ideal candidate has hands-on experience in residential HVAC, plumbing, or electrical services, understands how to leverage ServiceTitan to drive performance, and knows how to create a culture of accountability, urgency, and exceptional customer service.
If you're a hands-on leader who thrives in a fast-paced environment, loves developing people, and understands that every call represents an opportunity, we want to meet you!
Oversee the daily operations of our CSR and Dispatch departments, ensuring consistent performance and exceptional customer experiences.
Build a positive, energetic, competitive, and accountable team culture.
Establish clear daily, weekly, and monthly performance expectations.
Coach employees on call handling, booking techniques, outbound calling, membership conversions, and customer communication.
Conduct regular team meetings, one-on-one coaching sessions, call reviews, and performance evaluations.
Recruit, interview, hire, onboard, train, and develop high-performing CSRs and Dispatchers.
Identify performance gaps and implement structured coaching and improvement plans.
Recognize strong performance while promptly and professionally addressing underperformance.
Lead by example and remain actively involved in daily operations.
A major responsibility of this position is ensuring our technicians have consistent, productive schedules through proactive outbound calling, strategic scheduling, and strong coordination between the Call Center and Dispatch teams.
Take ownership of keeping technician dispatch boards full and minimizing open appointment slots.
Develop and execute daily outbound calling strategies to fill scheduling gaps and maximize available technician capacity.
Work closely with Dispatchers and Service Managers to anticipate scheduling needs and proactively fill openings.
Monitor daily technician availability, call demand, and booking opportunities.
Ensure the team actively reaches out to existing customers to generate additional service appointments.
Drive campaigns targeting overdue maintenance, seasonal services, inactive customers, and other service opportunities.
Maintain a sense of urgency around filling open appointments and preventing unnecessary technician downtime.
Use ServiceTitan reporting and dispatch boards to monitor scheduling performance and identify opportunities for improvement.
We need a leader who understands that revenue opportunities don't end when a customer hangs up the phone or declines a recommendation.
Establish and manage a consistent, results-driven outbound calling program.
Ensure timely follow-up on all outstanding technician recommendations, unsold estimates, repair opportunities, and replacement proposals.
Develop structured follow-up processes to convert previously declined or postponed services into booked appointments.
Hold CSRs accountable for outbound call activity, follow-up completion, and booking results.
Monitor open opportunities in ServiceTitan and ensure potential revenue is not overlooked.
Implement strategies to reengage customers who have not scheduled recommended services.
Track outbound conversion rates, booked revenue opportunities, and follow-up effectiveness.
Partner with Service Managers to identify high-priority opportunities and support revenue goals.
Create a proactive culture where the team consistently looks for ways to generate appointments rather than relying solely on inbound calls.
Lead efforts to increase maintenance membership enrollments and conversions.
Coach CSRs on how to confidently communicate the value and benefits of maintenance memberships.
Ensure membership opportunities are consistently presented during appropriate customer interactions.
Develop strategies to convert one-time service customers into long-term maintenance members.
Monitor membership conversion rates, enrollment goals, and team performance.
Identify opportunities to renew memberships and reconnect with existing customers.
Use ServiceTitan to track membership opportunities, conversions, and follow-up activity.
Build a team that understands the importance of customer retention, recurring revenue, and long-term customer relationships.
Monitor, manage, and improve key performance indicators, including:
Inbound and outbound call volume
Call booking and conversion rates
Missed and abandoned calls
Speed to answer and response times
Outbound follow-up completion rates
Unsold recommendation conversion rates
Dispatch board utilization and technician capacity
Membership conversion and enrollment rates
Customer satisfaction and service quality
Review daily dashboards and performance reports to identify trends and areas requiring improvement.
Set measurable goals and hold team members accountable for achieving them.
Implement strategies to improve booking rates, operational efficiency, and overall team productivity.
Ensure every customer interaction is handled professionally and with a strong focus on service and results.
Use ServiceTitan daily to manage and evaluate Call Center and Dispatch performance.
Monitor call recordings, booking reports, dispatch boards, outbound activity, and performance dashboards.
Track unsold estimates, outstanding recommendations, membership opportunities, and follow-up results.
Ensure accurate call classifications, customer records, appointment booking, and documentation.
Identify opportunities to improve ServiceTitan workflows and reporting processes.
Train and coach team members on proper ServiceTitan usage and operational best practices.
Use data to make informed decisions and continuously improve performance.
Work closely with Service Managers, Operations, Sales, Marketing, and Recruiting to align business goals.
Maintain appropriate staffing levels to support seasonal demand and company growth.
Communicate daily scheduling challenges, performance trends, and operational opportunities.
Develop processes that improve communication between the office and field teams.
Support company initiatives focused on customer experience, revenue growth, and operational efficiency.
This is an experienced leadership position. We are specifically seeking someone who understands residential home services operations and has hands-on ServiceTitan experience.
Residential home services industry experience is required, preferably HVAC, plumbing, or electrical.
Hands-on ServiceTitan experience is required.
3+ years of leadership experience managing a call center, CSR, Dispatch, or similar customer service operation.
Proven ability to lead, coach, develop, and hold employees accountable.
Experience managing call center KPIs, booking rates, conversion rates, and team productivity.
Demonstrated experience developing outbound calling strategies and driving appointment generation.
Experience following up on unsold recommendations, estimates, and service opportunities.
Strong understanding of dispatch operations, technician scheduling, and capacity management.
Experience driving membership conversions, customer retention, or recurring service programs.
Ability to analyze performance data and implement effective improvement strategies.
Strong organizational, communication, and problem-solving skills.
Ability to thrive in a fast-paced, high-volume, performance-driven environment.
Previous experience managing both CSR and Dispatch teams within a residential HVAC, plumbing, or electrical company.
Advanced knowledge of ServiceTitan dashboards, reporting, dispatch boards, and call center functionality.
Proven success improving technician schedule utilization and outbound booking performance.
Experience building or restructuring a call center team.
Experience creating call scripts, training programs, and performance scorecards.
Familiarity with Google Local Services Ads (LSA), Angi, and other home services lead-generation platforms.
Experience managing maintenance membership sales and renewal programs.
Salary: $55,000–$75,000 annually, based on experience and qualifications.
Schedule: Monday–Friday, 7:00 AM–4:00 PM.
Employment Type: Full-Time, On-Site.
Occasional on-call or after-hours responsibilities may apply based on business needs.
We offer a comprehensive benefits package, including:
- Medical Insurance
- Vision Insurance
- 401(k) Retirement Plan
- Paid Time Off
- Paid Holidays
- Life Insurance
- Short-Term & Long-Term Disability
- Employee Discounts
- Company-Provided Training
- Leadership Development
A New Brand. A Strong Foundation. An Opportunity to Make a Real Impact.
As we transition from Hosack Plumbing, Heating & Cooling to On Time Experts, we're focused on building a high-performing team, strengthening our operations, and continuing to deliver exceptional service to our customers.
This is an opportunity to take ownership of a critical part of our business and make a measurable impact.
You'll have the opportunity to develop a team, improve performance, maximize scheduling efficiency, and help drive the continued growth of our company.
We're looking for a leader who:
Takes ownership instead of waiting for direction.
Understands that keeping technicians busy is essential to business success.
Knows how to motivate a team to make outbound calls and generate opportunities.
Believes follow-up is just as important as the initial customer interaction.
Understands the value of memberships and long-term customer relationships.
Uses data, coaching, and accountability to consistently improve results.
Leads by example and isn't afraid to roll up their sleeves.
If you have residential home services experience, know ServiceTitan, and have a proven track record of leading successful CSR and Dispatch teams, we want to hear from you!
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. *
Are you willing to submit to a background check in accordance with state and local laws?
Are you willing to take a drug test in accordance with state and federal laws?
I WILL NOT require sponsorship now or in the future.
I will require sponsorship for employment now or in the future.
If you provided a phone number, do you consent to receiving follow-up communication via text message (or SMS message) regarding your application status?
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