Call Center Manager

Egreenservices; City of Rochester (NY); On-site; USD 79,000 - 127,000; Full time

Benefits offered by this job

Mentorship program

Rochester, NY flexibility

Job summary

Property Partners Inc in Rochester, NY is seeking a Call Center Manager to lead a customer-focused team, implement a Jira Service Management-driven scoring model, and drive revenue-related KPIs. The role requires 8+ years with HubSpot Service Hub, strong leadership, and hands-on mentoring of reps.

You will own renewal timelines, map customer journeys, segment audiences, and guide the demo process from screen-share to签名.

Qualifications

• 8+ years of hands-on experience with HubSpot Service Hub.
• Proven leadership and mentorship capabilities.
• Experience in mapping customer journeys.
• Strong negotiation and stakeholder management.

Responsibilities

• Stand up a Jira Service Management-driven scoring model the whole team believes.
• Coach junior reps through their initial negotiations.
• Keep Rochester renewals from slipping by owning the timeline.
• Build the Customer Journey Mapping report leadership checks before the NY review.
• Set and monitor KPIs tied to revenue, retention, and acquisition cost.
• Segment audiences and personalize outreach to lift response rates.
• Carry the demo from screen-share to signature in one sitting.
• Spot which Rochester accounts are about to churn and win them back.

Skills

HubSpot Service Hub

Leadership

Mentoring workflows

Customer Journey Mapping

Negotiation

Tools

Jira Service Management

Job description

A Call Center Manager at Property Partners Inc sees a flat quarter and asks what Customer Journey Mapping the team forgot to use. For the quality-focused Call Center Manager with 6 years, Property Partners Inc answers with $79,000 - $127,000, a full-time setup, and a ladder built for climbing.

Key Responsibilities

• Stand up a Jira Service Management-driven scoring model the whole team believes
• Coach junior reps through their first proudly-nerdy negotiation
• Keep Rochester renewals from slipping by owning the timeline
• Build the Customer Journey Mapping report leadership checks before the NY review
• Set and monitor KPIs tied to revenue, retention, and acquisition cost
• Segment audiences and personalize outreach to lift response rates
• Carry the demo from screen-share to signature in one sitting
• Spot which Rochester accounts are about to churn and win them back

What You'll Bring

• The instinct to ask "what would change your mind?" before debating
• Comfort owning the unglamorous middle of a full-time project
• A solid foundation in HubSpot Service Hub, refined over 8+ years
• The integrity to flag your own mistakes first
• Hands-on familiarity with Leadership, sharpened by Customer Journey Mapping side projects
• Hands-on experience with modern Mentoring workflows and tooling

The founders of Property Partners Inc left bigger companies to build something entrepreneurial in Rochester, and sales marketing has been better for it. Giving and receiving direct feedback is a skill we practice openly across every level.

At Property Partners Inc, $79,000 - $127,000 is just the opener; the mentorship, benefits, and Rochester, NY flexibility are where the offer gets good.