Call Center Manager

Rodenhiser Home Services Inc.; Holliston (MA); On-site; USD 75,000 - 105,000; Full time

Job summary

Rodenhiser Home Services Inc. in Holliston, MA, is seeking a Call Center Manager to lead the customer service department and drive outstanding experiences from first contact through scheduling and follow-up.

You will manage a team of CSRs, coach for performance, handle escalations, and collaborate with Dispatch, Service Managers, Sales, and leadership to ensure prompt, empathetic, and professional service during routine and emergency situations.

Qualifications

• 7+ years of customer service experience, preferably in a residential home services environment.
• 5+ years of leadership or supervisory experience in a call center or customer service operation.
• Demonstrated success coaching teams to achieve performance and customer satisfaction goals.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives in a high-volume call center environment.
• Conduct onboarding, training, and ongoing skills development for new and existing CSRs.
• Monitor call quality and provide constructive feedback to improve customer communication, empathy, and booking effectiveness.
• Create and maintain training materials, quick-reference guides, and departmental playbooks.
• Support staffing, scheduling, and coverage planning during seasonal peaks and emergency events.
• Ensure every customer interaction reflects Rodenhiser’s service standards and core values.
• Handle complex customer concerns, complaints, warranty questions, billing issues, and service escalations with professionalism and urgency.
• Empower CSRs to build trust, demonstrate empathy, and confidently guide customers through service options.
• Identify opportunities to improve the customer journey through proactive communication and process enhancements
• Oversee inbound and outbound call activity to ensure service level goals and response times are achieved.
• Partner with Dispatch to align technician availability with customer demand and emergency service priorities.
• Coordinate with Service Managers, Install Operations, and Sales teams to ensure accurate communication and timely resolution of customer needs.
• Monitor and manage departmental workflows including calls, tasks, emails, service mailboxes, bookings, and follow-up communications.
• Ensure adherence to company policies, service procedures, and emergency dispatch protocols.
• Track and analyze key performance indicators (KPIs).
• Prepare and present clear, actionable reports for leadership on team performance, operational trends, and improvement initiatives.
• Use data to identify coaching opportunities, staffing needs, and process improvements.
• Drive accountability while fostering a positive, supportive team culture.
• Develop, document, and maintain standard operating procedures (SOPs) for customer service operations.
• Lead initiatives to improve communication consistency across email, task management systems, Microsoft Teams, and other operational platforms.
• Collaborate with leadership on workflow optimization, technology enhancements, and customer experience initiatives.
• Continuously evaluate departmental processes to reduce errors, eliminate duplication, and improve efficiency.

Skills

Leadership

Coaching

Conflict resolution

Verbal communication

Written communication

Customer service

Data analysis

Microsoft Office

MS Teams

Cross-functional collaboration

Tools

Microsoft Office

MS Teams

Dispatch systems

CRM software

Job description

Salary Range: $75,000 - $105,000 At Rodenhiser Home Services, we’ve built a 90-year legacy on one powerful promise: Nice People. Great Service. And that experience begins the moment the phone rings.

Scope

The Call Center Manager is responsible for leading the daily operations of Rodenhiser Home Services’ Customer Service Department. This role ensures exceptional customer experience from the first point of contact through appointment scheduling, communication, and follow-up. The Call Center Manager oversees a team of Customer Service Representatives, drives performance through coaching and development, manages customer escalations, and partners closely with Dispatch, Service Managers, Install Operations, Sales, and Executive Leadership to ensure seamless communication and operational efficiency. This position plays a critical role in maintaining Rodenhiser’s reputation for "Nice People. Great Service." by ensuring customers receive prompt, empathetic, and professional service during both routine and emergency situations.

ESSENTIAL FUNCTIONS

Team Leadership & Development

• Lead, coach, and develop a team of Customer Service Representatives in a high-volume call center environment.
• Conduct onboarding, training, and ongoing skills development for new and existing CSRs.
• Facilitate regular team huddles, one-on-one coaching sessions, and performance reviews.
• Monitor call quality and provide constructive feedback to improve customer communication, empathy, and booking effectiveness.
• Create and maintain training materials, quick-reference guides, and departmental playbooks.
• Support staffing, scheduling, and coverage planning during seasonal peaks and emergency events.

Customer Experience Management

• Ensure every customer interaction reflects Rodenhiser’s service standards and core values.
• Handle complex customer concerns, complaints, warranty questions, billing issues, and service escalations with professionalism and urgency.
• Empower CSRs to build trust, demonstrate empathy, and confidently guide customers through service options.
• Identify opportunities to improve the customer journey through proactive communication and process enhancements

Operational Management

• Oversee inbound and outbound call activity to ensure service level goals and response times are achieved.
• Partner with Dispatch to align technician availability with customer demand and emergency service priorities.
• Coordinate with Service Managers, Install Operations, and Sales teams to ensure accurate communication and timely resolution of customer needs.
• Monitor and manage departmental workflows including calls, tasks, emails, service mailboxes, bookings, and follow-up communications.
• Ensure adherence to company policies, service procedures, and emergency dispatch protocols.
• Is), including conversion rates, call volume, queue adherence, average handle time, abandoned calls, and customer satisfaction metrics.

Performance & Reporting

• Track and analyze key performance indicators (KP
• Prepare and present clear, actionable reports for leadership on team performance, operational trends, and improvement initiatives.
• Use data to identify coaching opportunities, staffing needs, and process improvements.
• Drive accountability while fostering a positive, supportive team culture.

Process Improvement

• Develop, document, and maintain standard operating procedures (SOPs) for customer service operations.
• Lead initiatives to improve communication consistency across email, task management systems, Microsoft Teams, and other operational platforms.
• Collaborate with leadership on workflow optimization, technology enhancements, and customer experience initiatives.
• Continuously evaluate departmental processes to reduce errors, eliminate duplication, and improve efficiency.

QUALIFICATIONS

Experience

• 7+ years of customer service experience, preferably in a residential home services environment (HVAC, plumbing, electrical, or related field).
• 5+ years of leadership or supervisory experience in a call center or customer service operation.
• Demonstrated success coaching teams to achieve performance and customer satisfaction goals.

Knowledge, Skills & Abilities

• Strong leadership, coaching, and conflict-resolution skills.
• Exceptional verbal and written communication abilities.
• Ability to remain calm and decisive in high-pressure situations, including after-hours emergency service coordination.
• Highly organized with excellent follow-through and attention to detail.
• Proficient with Microsoft Office, customer management software, dispatch systems, and communication platforms such as Microsoft Teams.
• Ability to analyze data, identify trends, and implement corrective actions.
• Strong collaboration skills with cross-functional teams and all levels of the organization.

WORKING CONDITIONS

• Professional office environment with frequent interaction across multiple departments.
• Standard business hours with flexibility to work additional hours during periods of high volume, severe weather events, or operational emergencies.
• Fast-paced environment requiring frequent multitasking and prioritization.

PHYSICAL REQUIREMENTS

• Primarily seated with frequent use of a computer, telephone, and other office equipment.
• Occasional standing, walking, bending, reaching, and lifting of up to 15 pounds.
• Ability to read, analyze, and communicate information effectively in both written and verbal formats.
• This job description is intended to describe the general nature and level of work performed by the employee assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Rodenhiser Home Services reserves the right to modify or assign