Call Center Manager

Benjamin Franklin Plumbing of Long Island; Novato (CA); On-site; USD 44,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Parental leave

Profit sharing

Vision insurance

401(k)

401(k) matching

Dental insurance

Job summary

Benjamin Franklin Plumbing is seeking a hands-on Call Center Manager to lead a team of customer service reps and dispatchers at our Novato location. You will own how calls are answered, how jobs are booked, and how the board is run daily in ServiceTitan to keep operations smooth and customers informed.

You will coach the team, monitor KPIs, and collaborate with Operations Managers to fill technicians’ days while maintaining excellent service standards for our Bay Area customers.

Qualifications

• 5+ years in a call center, contact center, or customer service/dispatch team
• Experience supervising, leading, or managing a team
• Hands-on use of ServiceTitan for bookings, dispatch, and reporting

Responsibilities

• Lead, schedule, and coach a team of customer service reps and dispatchers, including weekday and weekend coverage
• Own daily call center performance metrics (answer rate, booking rate, abandoned calls, hold time, call quality)
• Manage booking, scheduling, and dispatch in ServiceTitan; keep the board accurate and up to date
• Listen to recorded calls, score them, and provide regular coaching
• Train new hires on call scripts, ServiceTitan workflows, and customer service standards
• Build and maintain call scripts (inbound, outbound, follow-up and memberships)
• Run outbound campaigns (unsold estimates, memberships, reminders, follow-ups)
• Handle escalated calls and complaints, route issues to Operations Manager
• Pull and report KPI data weekly for leadership
• Collaborate with Operations and Marketing on capacity, call volume, lead tracking

Skills

Call center experience

ServiceTitan

Coach team

Strong communication

On-site availability

Tools

ServiceTitan

Job description

Benefits

• Health insurance
• Paid time off
• Parental leave
• Profit sharing
• Vision insurance
• 401(k)
• 401(k) matching
• Dental insurance

Call Center Manager

Benjamin Franklin Plumbing — Novato, CA

Full-time · Non-exempt hourly · On-site

Pay: $32 – $35 per hour

Benefits: medical, dental, vision, paid time off, paid sick leave, 401(k)

About us

Benjamin Franklin Plumbing is “The Punctual Plumber.” We are a locally owned residential plumbing company serving the Bay Area from our San Jose and Novato locations. Our call center is the first voice our customers hear, and it sets the tone for every job we run. We are looking for a hands‑on leader to run that team.

About the role

The Call Center Manager leads our customer service representatives and dispatchers. You will own how calls are answered, how jobs are booked, and how the board is run every day in ServiceTitan. You will coach the team, track the numbers, and work closely with our Operations Managers to keep technicians’ days full and customers informed.

What you will do

• Lead, schedule, and coach a team of customer service reps and dispatchers, including weekday and weekend coverage.
• Own daily call center performance: answer rate, booking rate, abandoned calls, hold time, and call quality.
• Manage booking, scheduling, and dispatch in ServiceTitan; keep the dispatch board accurate and up to date.
• Listen to recorded calls, score them, and give regular one-on-one coaching.
• Train new hires on our call scripts, ServiceTitan workflows, and customer service standards.
• Build and maintain call scripts (inbound, outbound, follow-up and membership calls).
• Run outbound campaigns: unsold estimates, membership renewals, maintenance reminders, and follow-up calls.
• Handle escalated customer calls and complaints, and route issues to the right Operations Manager.
• Pull and report on call center KPIs from ServiceTitan weekly for leadership.
• Work with Operations and Marketing on capacity, call volume, and lead tracking.

What you need (required)

• Call center experience — 5+ years working in a call center, contact center, or customer service/dispatch team, including at least [3] year(s) in a supervisor, lead, or manager role.
• ServiceTitan experience — hands‑on, day‑to‑day use of ServiceTitan, including booking calls, managing the dispatch board, and running reports.
• Proven ability to coach and hold a team accountable to call and booking metrics.
• Strong phone presence and clear written communication.
• Comfortable with computers, multiple screens, and phone systems.
• Available to work on‑site at our Novato location, with flexibility for occasional early, late, or weekend coverage.

Nice to have

• Experience in home services (plumbing, HVAC, electrical, restoration) or another trades business.
• Experience with membership or service‑agreement programs.
• ServiceTitan reporting, dashboards, or admin‑level setup.
• Bilingual English/Spanish.