Call Center Manager | On-Site Leadership & ServiceTitan

Benjamin Franklin Plumbing, LLC; 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 in Novato, CA is seeking a hands-on Call Center Manager to lead our customer service reps and dispatchers. You will own how calls are answered, how jobs are booked, and how the board is run daily in ServiceTitan, coaching the team and tracking metrics.

The role requires 5+ years in call center settings, 3+ years in a supervisory capacity, and hands-on ServiceTitan experience. This on-site position offers full-time hours and comprehensive benefits.

Qualifications

• 5+ years in a call center, contact center, or customer service/dispatch team.
• At least 3 years in a supervisor, lead, or manager role.
• Hands-on, day-to-day use of ServiceTitan for booking calls and dispatch.
• Proven ability to coach and hold a team accountable to call and booking metrics.
• Strong phone presence and clear written communication.

Responsibilities

• 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.

Skills

Call center leadership

Coaching

Communication

Multitasking

On-site availability

Tools

ServiceTitan

CRM software

Job description

Benjamin Franklin Plumbing in Novato, CA is seeking a hands-on Call Center Manager to lead our customer service reps and dispatchers. You will own how calls are answered, how jobs are booked, and how the board is run daily in ServiceTitan, coaching the team and tracking metrics.

The role requires 5+ years in call center settings, 3+ years in a supervisory capacity, and hands-on ServiceTitan experience. This on-site position offers full-time hours and comprehensive benefits.