Customer Experience Center Lead — Call Center Operations

Rodenhiser Home Services Inc.; Holliston (MA); On-site; USD 75,000 - 105,000; Full time

Job summary

Rodenhiser Home Services Inc. in Holliston, MA, is seeking a Call Center Manager to lead the customer service department and drive outstanding experiences from first contact through scheduling and follow-up.

You will manage a team of CSRs, coach for performance, handle escalations, and collaborate with Dispatch, Service Managers, Sales, and leadership to ensure prompt, empathetic, and professional service during routine and emergency situations.

Qualifications

• 7+ years of customer service experience, preferably in a residential home services environment.
• 5+ years of leadership or supervisory experience in a call center or customer service operation.
• Demonstrated success coaching teams to achieve performance and customer satisfaction goals.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives in a high-volume call center environment.
• Conduct onboarding, training, and ongoing skills development for new and existing CSRs.
• Monitor call quality and provide constructive feedback to improve customer communication, empathy, and booking effectiveness.
• Create and maintain training materials, quick-reference guides, and departmental playbooks.
• Support staffing, scheduling, and coverage planning during seasonal peaks and emergency events.
• Ensure every customer interaction reflects Rodenhiser’s service standards and core values.
• Handle complex customer concerns, complaints, warranty questions, billing issues, and service escalations with professionalism and urgency.
• Empower CSRs to build trust, demonstrate empathy, and confidently guide customers through service options.
• Identify opportunities to improve the customer journey through proactive communication and process enhancements
• Oversee inbound and outbound call activity to ensure service level goals and response times are achieved.
• Partner with Dispatch to align technician availability with customer demand and emergency service priorities.
• Coordinate with Service Managers, Install Operations, and Sales teams to ensure accurate communication and timely resolution of customer needs.
• Monitor and manage departmental workflows including calls, tasks, emails, service mailboxes, bookings, and follow-up communications.
• Ensure adherence to company policies, service procedures, and emergency dispatch protocols.
• Track and analyze key performance indicators (KPIs).
• Prepare and present clear, actionable reports for leadership on team performance, operational trends, and improvement initiatives.
• Use data to identify coaching opportunities, staffing needs, and process improvements.
• Drive accountability while fostering a positive, supportive team culture.
• Develop, document, and maintain standard operating procedures (SOPs) for customer service operations.
• Lead initiatives to improve communication consistency across email, task management systems, Microsoft Teams, and other operational platforms.
• Collaborate with leadership on workflow optimization, technology enhancements, and customer experience initiatives.
• Continuously evaluate departmental processes to reduce errors, eliminate duplication, and improve efficiency.

Skills

Leadership

Coaching

Conflict resolution

Verbal communication

Written communication

Customer service

Data analysis

Microsoft Office

MS Teams

Cross-functional collaboration

Tools

Microsoft Office

MS Teams

Dispatch systems

CRM software

Job description

Rodenhiser Home Services Inc. in Holliston, MA, is seeking a Call Center Manager to lead the customer service department and drive outstanding experiences from first contact through scheduling and follow-up.

You will manage a team of CSRs, coach for performance, handle escalations, and collaborate with Dispatch, Service Managers, Sales, and leadership to ensure prompt, empathetic, and professional service during routine and emergency situations.