Call Center Manager

Benjamin Franklin Plumbing Bay Area; 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 Call Center Manager in Novato, CA to lead the on-site customer service team and dispatch operations. You will own how calls are answered, how jobs are booked, and how the board is run daily in ServiceTitan, coaching reps to improve metrics and customer satisfaction.

You will work with Operations Managers to keep technicians fully booked, maintain call scripts, and drive outbound campaigns while handling escalated calls and reporting KPIs to leadership.

Qualifications

• 5+ years in a call center or dispatch team, with at least 3 years in a supervisor role.
• Experience using ServiceTitan for bookings, dispatch, and reporting.
• Proven coaching ability and accountability for metrics.
• Excellent communication and phone presence.

Responsibilities

• Lead and coach a team of customer service reps and dispatchers.
• Own daily call center performance metrics and reporting.
• Manage booking, scheduling, and dispatch in ServiceTitan.
• Train new hires on scripts and workflows.
• Run outbound campaigns and handle escalated calls.
• Provide weekly KPI updates to leadership.

Skills

Call center experience

Team coaching

Customer service

Communication skills

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.