CALL CENTER MANAGER

Hobson's Comfort Experts; Weatherford (TX); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

Paid training

Benefits

Paid time off

Impactful role

Job summary

Comfort Experts, Inc. in Weatherford, TX, is seeking a Call Center Manager who can lead our customer service team in a hands-on, in-person environment. You will recruit, develop, and coach a team of representatives and scheduling specialists to deliver exceptional service.

This leadership role emphasizes accountability, teamwork, and practical problem solving, with daily coaching, performance reviews, and close collaboration with dispatchers and technicians to keep schedules running smoothly.

Qualifications

• Previous call center management, supervisory, or team leadership experience.
• Strong customer service and communication skills.
• Experience coaching, training, and developing employees.
• Ability to manage a busy, fast-paced customer service environment.
• Experience with scheduling, dispatching, or service-based businesses.

Responsibilities

• Lead, motivate, and support our customer service representatives and scheduling team.
• Oversee daily operations to ensure prompt, friendly service.
• Coach employees to improve communication, problem-solving, and booking skills.
• Identify operational problems and take initiative to resolve them.
• Interview, hire, onboard, and train new team members.
• Develop future leaders within the department.
• Address performance issues fairly and professionally.

Skills

Leadership

Customer service

Communication

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

CALL CENTER MANAGER

Full Time 30-39 Hour Weatherford, TX, US

2 days ago Requisition ID: 1038

Some Shoes Are Hard to Fill. Maybe You Have the Right Pair of Boots.

Call Center Manager – Customer Service & Team Leadership

Comfort Experts, Inc. | Weatherford, Texas

Full-Time | 100% In-Person

We're Looking for Someone Special. Could That Be You?

We're going to tell you a little about us, and maybe by the time you're finished reading, you'll recognize a little of yourself in what we're looking for.

Comfort Experts has been family-owned and operated since 1962. We've grown into one of the largest heating, air conditioning, plumbing, and electrical service companies in the DFW Metroplex, but we're still a small-town company at heart.

We believe in hard work, keeping your word, treating people right, and taking care of one another.

And around here, we believe in keeping life's priorities in the right order:

GOD. FAMILY. WORK.

In that order.

We believe work is important, but we also understand there's more to life than a job. Our faith and family values have helped shape the company we've built, and we welcome people from all backgrounds who share our commitment to respect, integrity, and taking care of others.

We're proud to say we've had multiple generations of the same families work here. That doesn't happen by accident. It happens when people feel like they're part of something worth staying for.

Some Shoes Are Hard to Fill.

Our call center manager passed away after being here for 25 years.

She wasn't just another manager. She was part of our Comfort Experts family, and she left behind some mighty big shoes to fill.

We know nobody can replace her, and we're not asking anyone to.

But we are looking for someone who can bring their own heart, leadership, dedication, and personality to our team.

Someone who understands that leadership isn't about being the boss. It's about taking care of your people, holding them accountable, helping them grow, and making sure everyone is pulling in the same direction.

Maybe that someone is you.

Our Customer Service Department Is the Backbone of Our Company.

Our technicians may be the ones out fixing air conditioners, repairing plumbing, and solving electrical problems, but our customer service team is what keeps everything moving.

They're the first voices our customers hear when something goes wrong.

They're the people who turn a stressful situation into a sigh of relief.

They're the ones who help keep our technicians busy, our schedules organized, and our customers taken care of.

And we're looking for the right person to lead them.

This isn't a position where you'll sit behind a desk all day telling people what to do.

We're looking for a working leader.

Someone who can coach a struggling employee, celebrate a teammate's success, handle an upset customer, solve a scheduling problem, and jump on the phones when the team needs another set of hands.

Someone who knows that the best leaders don't just give directions.

They set the example.

Let's Talk About You.

Are you the kind of person people naturally turn to when they need help?

Do you enjoy seeing others succeed?

Can you have a difficult conversation while still treating someone with dignity and respect?

Do you believe in holding people accountable, including yourself?

Can you keep your cool when the phones are ringing, customers are waiting, and the day isn't going according to plan?

Are you someone who can bring people together instead of creating division?

Do you understand that a successful team isn't built by one superstar, but by a group of people who trust and depend on one another?

If you're nodding your head, we'd sure like to meet you.

We don't need the loudest person in the room.

We need someone others can count on.

What Will You Be Doing?

As our Call Center Manager, you'll be responsible for leading, developing, and supporting the people who serve as the backbone of our customer service department.

Lead, motivate, and support our customer service representatives and scheduling team.

Create a positive, productive environment where employees enjoy coming to work.

Set the example for professionalism, teamwork, dependability, and customer service.

Coach employees to improve their communication, problem-solving, and appointment-booking skills.

Recognize employees who go above and beyond.

Help struggling team members improve through encouragement, training, and accountability.

Conduct regular team meetings, individual coaching sessions, and performance evaluations.

Help interview, hire, onboard, and train new team members.

Identify and develop future leaders within the department.

Address performance issues and workplace conflicts fairly, consistently, and professionally.

We want someone who understands that good leaders don't just build better employees. They help build better people.

2. Keeping the Call Center Running Smoothly

Oversee daily operations and ensure customers receive prompt, friendly service.

Monitor incoming calls, missed calls, hold times, and overall call volume.

Make sure calls are handled professionally and appointments are scheduled accurately.

Coordinate staffing schedules to maintain proper phone coverage.

Work closely with dispatchers, technicians, sales representatives, and other departments.

Help keep our technicians' schedules productive and organized.

Oversee outbound customer follow-up and appointment scheduling.

Handle escalated customer concerns and help find practical solutions.

Identify operational problems and take initiative to resolve them.

Step in and answer calls whenever your team needs help.

Around here, "That's not my job" isn't the kind of leadership we're looking for.

3. Coaching for Performance & Results

We believe in taking care of customers, but we also know that a successful business needs goals, accountability, and measurable results.

You'll help our team succeed by:

Monitoring appointment-booking rates and overall call performance.

Reviewing recorded calls to identify coaching opportunities.

Encouraging live appointment booking whenever possible.

Tracking customer satisfaction, missed calls, call quality, and follow-up performance.

Establishing clear individual and team expectations.

Helping employees understand how their performance impacts the company.

Improving scheduling efficiency and reducing missed opportunities.

Developing training programs and procedures that make our team stronger.

Sharing performance results and improvement opportunities with company leadership.

Celebrating wins and helping the team learn from mistakes.

We believe numbers are important, but the people behind those numbers matter even more.

4. Building a Team That Works Together

This may be one of the most important parts of your job.

We want someone who can build a team that trusts one another.

A team where people help instead of blame.

A team where employees celebrate each other's success.

A team where everyone understands that their work matters.

You'll be responsible for helping create that environment every day.

That means leading by example, communicating clearly, being consistent, following through on your promises, and treating people fairly.

It also means knowing when to listen, when to encourage, and when to make the tough decisions.

We don't believe leadership is about how many people work for you. It's about how many people become better because they worked with you.

What Experience Are We Looking For?

We'd love to find someone who brings:

Previous call center management, supervisory, or team leadership experience.

Strong customer service and communication skills.

Experience coaching, training, and developing employees.

The ability to manage a busy, fast-paced customer service environment.

Experience with scheduling, dispatching, or service-based businesses.

An understanding of call center performance metrics and accountability.

Strong organizational, computer, and problem-solving skills.

The confidence to make decisions and take responsibility for them.

A positive attitude and a willingness to continue learning.

A genuine desire to help employees and customers succeed.

Experience in the HVAC, plumbing, or electrical industry is a plus, but it isn't everything.

We can teach you our business, our systems, and our processes.

What matters most is your character, leadership ability, work ethic, and how you treat people.

Why Would You Want to Work Here?

We're glad you asked.

Comfort Experts isn't a brand-new company trying to figure things out.

We've been serving North Texas homeowners since 1962, and we're still growing.

We're proud of our history, but we're even prouder of the people who have helped us build it.

Some of our employees have been with us for years. Others have followed in the footsteps of their parents or family members.

That means something to us.

We believe in working hard, taking care of our customers, having fun when we can, and remembering that our employees have lives and families outside of work.

We're not saying every day will be easy.

There will be busy days, difficult conversations, and challenges that test your patience.

But we believe the right people, working together with the right leadership, can accomplish some pretty incredible things.

What We Offer

Competitive compensation based on experience and responsibilities.

Performance-based earning opportunities.

Paid training and professional development.

Employee benefits.

Vacation and paid time off.

Opportunities to make a meaningful impact on a growing company.

A chance to help shape the future of our customer service department.

Where Will You Work?

Our headquarters is located in Weatherford, Texas, approximately 30 minutes west of Fort Worth.

THIS IS A 100% IN-PERSON LEADERSHIP POSITION. NO REMOTE OR HYBRID WORK IS AVAILABLE.

And that's intentional.

We believe there's something special about working side by side with the people you lead.

Being able to walk across the room to help someone.

Being there when a teammate needs encouragement.

Celebrating a great day together.

And working through the tough ones as a team.

We want a manager who's present, involved, approachable, and invested in the people they're leading.

Schedule flexibility is important because our customer service department supports customers across multiple shifts, including evenings and weekends.

One Last Thing Before You Apply...

We know there are plenty of management jobs out there.

And we know you have choices.

But we're hoping to find