Call Center Manager - Customer Experience & Dispatch

Beacon Home Services | Plumbing, Electrical & HVAC; Manassas (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Weekly pay

Leadership development opportunities

Executive support

Job summary

Beacon Home Services | Plumbing, Electrical & HVAC is seeking an experienced Call Center Manager to lead our CSR and Dispatch teams and deliver five‑star service across every customer interaction.

You will drive performance, coach employees, analyze data, and partner with service leaders to maximize company growth while maintaining a positive, accountable culture.

Qualifications

• Leadership experience in customer service, dispatch, or call center management.
• Strong coaching, mentoring, and team development skills.
• Excellent communication and interpersonal abilities.
• Highly organized with exceptional time management skills.
• Analytical mindset with strong problem‑solving abilities.
• Ability to lead in a fast‑paced, customer‑focused environment.
• Experience using ServiceTitan (preferred).
• Proficiency with Google Workspace.
• High attention to detail.
• Commitment to continuous improvement.
• Ability to inspire accountability while maintaining a positive team culture.

Responsibilities

• Lead, coach, and develop the CSR and Dispatch teams.
• Drive booking performance, technician utilization, and department efficiency.
• Oversee daily scheduling and dispatch operations.
• Monitor department KPIs and implement improvements.
• Conduct coaching sessions, one-on-ones, and performance reviews.
• Resolve customer escalations with professionalism and urgency.
• Partner with Service Managers and leadership to maximize company performance.
• Support hiring, onboarding, and development of new team members.
• Ensure department procedures, documentation, and systems remain accurate and effective.
• Foster a positive, accountable, customer‑first culture.
• Continually improve department processes and customer experience.
• Lead by example while living Beacon's Mission, Vision, and Values.

Skills

Leadership experience

Coaching and mentoring

Communication skills

Time management

Analytical mindset

Problem-solving

Customer-focused

ServiceTitan experience

Google Workspace

Detail oriented

Tools

ServiceTitan

Google Workspace

Job description

At Beacon, we've built a team that sets a high standard and we're looking for the leader who can help take it even further.

We're seeking an experienced Call Center Manager to lead our Customer Service Representatives and Dispatch team while creating an exceptional experience for both our customers and employees. This leadership role is responsible for driving department performance, developing people, improving processes, and ensuring every customer interaction reflects Beacon's commitment to five-star service.

This isn't just about answering phones or filling a schedule. It's about building a high-performing team that creates outstanding customer experiences, maximizes technician productivity, and supports the continued growth of our company.

If you enjoy coaching others, solving problems, making data-driven decisions, and building winning teams, you'll thrive here!

What We're Looking For

• Leadership experience in customer service, dispatch, or call center management
• Strong coaching, mentoring, and team development skills
• Excellent communication and interpersonal abilities
• Highly organized with exceptional time management skills
• Analytical mindset with strong problem‑solving abilities
• Ability to lead in a fast‑paced, customer‑focused environment
• Experience using ServiceTitan (preferred)
• Proficiency with Google Workspace
• High attention to detail
• Commitment to continuous improvement
• Ability to inspire accountability while maintaining a positive team culture

What You'll Do

• Lead, coach, and develop the CSR and Dispatch teams
• Drive booking performance, technician utilization, and department efficiency
• Oversee daily scheduling and dispatch operations
• Monitor department KPIs and implement improvements
• Conduct coaching sessions, one-on-ones, and performance reviews
• Resolve customer escalations with professionalism and urgency
• Partner with Service Managers and leadership to maximize company performance
• Support hiring, onboarding, and development of new team members
• Ensure department procedures, documentation, and systems remain accurate and effective
• Foster a positive, accountable, customer‑first culture
• Continually improve department processes and customer experience
• Lead by example while living Beacon's Mission, Vision, and Values

Why You'll Love Working Here

• Weekly pay
• Leadership development opportunities
• Supportive executive team committed to your success
• Opportunity to build and develop your own department
• A collaborative, values‑driven culture
• Ongoing training through Nexstar and leadership development resources
• A company committed to balancing customer satisfaction with employee success

Our Values

We hire people who align with Beacon's Core Values:

• Community
• Making & Keeping Our Commitments
• Willingness to Learn
• Professionalism
• Gratitude & Appreciation

What We Offer

• Health, Dental, Vision, and Life Insurance
• 401(k) with company match
• PTO and Holiday Pay
• Leadership development opportunities
• A values-driven company with a clear mission and vision
• A workplace where your leadership directly impacts company success

If you're looking for more than just a management position and want the opportunity to build people, improve processes, and make a lasting impact, Beacon may be exactly what you're looking for. We're committed to creating careers of meaning while building five-star relationships with both our customers and our team.