Call Center Manager

Garage Door Services; Lockhart (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off

Job summary

Garage Door Services in Texas is seeking a driven Call Center Manager to own the daily operations of our customer service center. You will lead a team of customer service reps, ensure calls are answered on time, and translate inquiries into accurate scheduling and satisfied customers.

You will partner with dispatch and field teams to optimize workflows, monitor metrics, and drive continuous improvement in a fast-paced home-services environment. Experience in call center leadership is essential.

Qualifications

• 3+ years of call center, customer service, or contact center leadership experience.
• Proven experience leading teams and driving performance.
• Strong organizational, communication, and problem-solving skills in a fast-paced environment.
• Experience tracking performance metrics and improving operational efficiency.
• Proficiency with CRM, call center software, Microsoft Office, and the ability to quickly learn new systems.

Responsibilities

• Lead, coach, and schedule a team of Customer Service Representatives.
• Oversee daily call center operations, including inbound calls, dispatch coordination, and appointment scheduling.
• Monitor call quality, customer service metrics, and team performance to drive continuous improvement.
• Partner with dispatch, field operations, HR, and leadership to ensure efficient operations and staffing.
• Resolve escalated customer issues, support day-to-day operations, and enforce company policies.

Skills

Leadership

Call center management

Performance metrics

CRM proficiency

Scheduling/dispatch

Tools

CRM software

Microsoft Office

Job description

Garage Door Services is a trusted leader in residential and commercial garage door installation and repair across the Central Region. We are looking for a driven, hands-on Call Center Manager to take full ownership of our customer service operation and run it like it is their own business. If you are proactive, operationally sharp, and energized by leading teams and solving problems before they arise, this is your opportunity to step into a true leadership role with autonomy and impact.

Could This Be for You?

As Call Center Manager, you'll have full ownership of your call center's day-to-day success. That means keeping calls answered on time, your team performing at their best, customers walking away happy, and the numbers heading in the right direction. You will serve as the connection between the phones and the field, ensuring every call turns into an accurate schedule and a satisfied customer.

Key Responsibilities

• Lead, coach, and schedule a team of Customer Service Representatives.
• Oversee daily call center operations, including inbound calls, dispatch coordination, and appointment scheduling.
• Monitor call quality, customer service metrics, and team performance to drive continuous improvement.
• Partner with dispatch, field operations, HR, and leadership to ensure efficient operations and staffing.
• Resolve escalated customer issues, support day-to-day operations, and enforce company policies.

Qualifications

• 3+ years of call center, customer service, or contact center leadership experience.
• Proven experience leading teams and driving performance.
• Strong organizational, communication, and problem-solving skills in a fast-paced environment.
• Experience tracking performance metrics and improving operational efficiency.
• Proficiency with CRM, call center software, Microsoft Office, and the ability to quickly learn new systems.

Additional Success Factors:

• Experience in home services, garage doors, or related trades
• Experience managing field crews, installers, or service technicians
• Familiarity with scheduling, dispatch, or workforce management platforms
• Background working with residential or commercial service operations
• Bilingual (English/Spanish) communication skills
• Understanding of job site workflow and customer interactions in residential or commercial settings

Our Investment in You:

• Competitive pay
• Full benefits package including medical, dental, and vision coverage
• Paid time off and holidays
• 401(k) with company match
• Training and career growth opportunities within the company
• Life and disability insurance for added peace of mind
• A workplace where your contributions truly matter

Equal Opportunity Employer

Garage Door Services is proud to be an equal opportunity employer. We are committed to providing a workplace free from discrimination and harassment and comply with all applicable employment laws. Hiring decisions are based on business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion, gender identity, national origin, age, disability, sexual orientation, veteran status, or any other protected characteristic. Reasonable accommodations are available for applicants with disabilities during the hiring process.