Customer Service Manager

Reimer Home Services; Buffalo (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k) with company match

Paid holidays

Job summary

Reimer Home Services in Cheektowaga, NY is seeking a Call Center Manager to lead our Customer Service and Dispatch teams. You will coach reps, monitor KPIs, and drive process improvements to deliver outstanding service.

This role requires 3+ years of leadership in call centers and 5+ years in customer service, with proven ability to manage 10+ staff and partner with Service, Sales, and Installation teams. In-person, full-time position with competitive salary.

Qualifications

• 3+ years of leadership experience in a call center, contact center, customer service, or dispatch environment.
• 5+ years of experience in customer service, call center operations, dispatch, or related fields.
• Proven ability to lead, coach, and develop teams of 10+ employees.
• Strong understanding of call center KPIs, productivity metrics, and performance management.
• Excellent communication, problem-solving, and decision-making skills.
• Experience using reporting tools and data to drive operational improvements.
• Highly organized with exceptional time management and prioritization skills.
• Ability to thrive in a fast-paced, high-volume service environment.
• Home services industry experience is a plus but not required.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives and Dispatch personnel.
• Conduct one-on-one coaching sessions, performance reviews, and employee development planning.
• Create a culture of accountability, engagement, and continuous improvement.
• Monitor and analyze KPIs, call metrics, booking rates, customer satisfaction scores, and overall team performance.
• Review customer interactions and provide actionable coaching to improve results.
• Manage staffing, scheduling, and daily call center operations to maximize efficiency.
• Partner closely with Service, Sales, Installation, and Leadership teams to support company objectives.
• Resolve escalated customer concerns professionally and effectively, identifying opportunities for process improvements.

Skills

Leadership

Team coaching

KPIs and metrics

Performance management

Analytical thinking

Communication

Scheduling and staffing

Cross-functional collaboration

Problem solving

Tools

Reporting tools

Job description

Overview

About Us: For over 100 years, Reimer Home Services has been the trusted name for HVAC, plumbing, and electrical services throughout Buffalo and Western New York. We are committed to delivering exceptional customer experiences, investing in our employees, and building a culture of accountability, teamwork, and continuous improvement. If you're looking to grow your leadership career with a company that values performance and people, Reimer is the place for you. Ready to TRADE up to a better opportunity? We're hiring a Call Center Manager to lead our Customer Service and Dispatch operations. This is a key leadership role responsible for driving team performance, developing employees, improving processes, and ensuring an outstanding experience for every customer who contacts Reimer. Why You'll Love Working Here:

• Competitive salary: $80,000 - $100,000 annually, based on experience
• Company-paid Medical, Dental, and Vision Insurance
• Disability and Life Insurance
• 401(k) with Company Match
• Paid Holidays and Paid Time Off (PTO)
• Ongoing leadership development and career advancement opportunities
• Join an established company with over a century of success and stability

What You'll Be Doing:

• Lead, coach, and develop a team of Customer Service Representatives and Dispatch personnel
• Conduct one-on-one coaching sessions, performance reviews, and employee development planning
• Create a culture of accountability, engagement, and continuous improvement
• Monitor and analyze KPIs, call metrics, booking rates, customer satisfaction scores, and overall team performance
• Review customer interactions and provide actionable coaching to improve results
• Manage staffing, scheduling, and daily call center operations to maximize efficiency
• Partner closely with Service, Sales, Installation, and Leadership teams to support company objectives
• Resolve escalated customer concerns professionally and effectivelyIdentify opportunities for process improvements that enhance both the customer and employee experience
• Lead team meetings, communicate expectations, and drive operational excellence

What We're Looking For:

• 3+ years of leadership experience in a call center, contact center, customer service, or dispatch environment
• 5+ years of experience in customer service, call center operations, dispatch, or related fields
• Proven ability to lead, coach, and develop teams of 10+ employees
• Strong understanding of call center KPIs, productivity metrics, and performance management
• Excellent communication, problem-solving, and decision-making skills
• Experience using reporting tools and data to drive operational improvements
• Highly organized with exceptional time management and prioritization skills
• Ability to thrive in a fast-paced, high-volume service environment
• Home services industry experience is a plus but not required

Schedule / Compensation:

• Full-time, in-person position based in Cheektowaga, NY
• $80,000 - $100,000 annual salary based on experience and qualifications

Join a company where your leadership makes a direct impact on employees, customers, and business success. Reimer Home Services is an Equal Employment Opportunity Employer. Reimer Home Services may conduct a pre-employment background check and drug screening in accordance with applicable laws.