Customer Service Manager

Ballard Heating, Cooling, Electric & Plumbing; Washington (District of Columbia); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

PTO

Paid holidays

Leadership training

Career advancement

Job summary

Ballard Natural Gas in Washington is seeking a Call Center Manager to lead our Customer Service and Dispatch teams. You will coach, develop, and hold staff accountable while driving KPIs and ensuring a top-quality customer experience in a fast-paced environment.

The role requires residential home services experience and ServiceTitan proficiency, with a focus on staffing, scheduling, and continuous improvement. This is an in-office leadership position with growth opportunities.

Qualifications

• 3+ years of leadership experience in a Call Center, Customer Service, Dispatch, or similar team (home services).
• Residential home services experience is required.
• Experience in HVAC, plumbing, or electrical residential service strongly preferred.
• ServiceTitan experience is required.
• Proven success improving KPIs, booking rates, call volume, and team productivity.
• Experience managing dispatch operations with field service teams.

Responsibilities

• Lead, coach, and develop Call Center and Dispatch teams to meet goals.
• Build a positive, accountable team culture.
• Drive call center performance, response times, and booking/conversion metrics.
• Ensure dispatch schedules maximize capacity and revenue goals.
• Recruit, interview, hire, onboard, and train staff.
• Develop training to improve communication, customer experience, and dispatch effectiveness.
• Monitor dashboards and metrics; implement improvement plans.
• Collaborate with Operations, Sales, Marketing, and Recruiting for alignment.

Skills

Leadership

KPIs

Coaching

Communication

Collaboration

Tools

ServiceTitan

Job description

Job Description

Call Center Manager

Ballard Natural Gas | Location: 2027 196th St SW Suit A101, Lynnwood, WA 98036

Salary: $85,000–$95,000 per year + Performance Bonus

Are you a proven leader who knows how to build high-performing customer service teams, drive results, and create a culture people want to be part of? Ballard Natural Gas is looking for an experienced Call Center Manager to lead our Customer Service Representatives and Dispatch teams. This is a hands‑on leadership role responsible for coaching, developing, and holding a team accountable while driving key performance metrics that directly impact company growth and customer satisfaction. If you're passionate about leadership, thrive in a fast‑paced environment, and have residential home service experience, we'd love to meet you.

What You’ll Do

• Lead, coach, and develop the Call Center and Dispatch teams to achieve company goals and performance expectations.
• Build a positive, energetic, competitive, and accountable team culture where employees are excited to come to work and succeed together.
• Drive daily call center performance, including inbound and outbound call volume, booking rates, conversion rates, response times, and other key performance indicators.
• Ensure the Dispatch team effectively manages technician schedules, maximizes capacity, and supports revenue goals through efficient scheduling.
• Hold team members accountable through regular coaching, performance management, and clear expectations.
• Recruit, interview, hire, onboard, and train high‑performing Customer Service Representatives and Dispatchers.
• Develop training programs that improve communication, customer experience, booking performance, and dispatch effectiveness.
• Conduct regular one‑on‑one meetings, team meetings, call reviews, and coaching sessions.
• Monitor dashboards, reports, and operational metrics to identify trends and implement action plans for continuous improvement.
• Partner closely with Operations, Service Managers, Sales, Marketing, and Recruiting to ensure seamless communication and alignment across departments.
• Maintain proper staffing levels to support seasonal demand and business growth.
• Ensure company processes and procedures are consistently followed while identifying opportunities to improve efficiency.
• Foster a culture where outstanding performance is recognized and celebrated while underperformance is addressed quickly and professionally.

What We’re Looking For

• 3+ years of leadership experience managing a Call Center, Customer Service, Dispatch, or similar team.
• Residential home services experience is required.
• Experience in HVAC, plumbing, electrical, or another residential service industry strongly preferred.
• ServiceTitan experience is required.
• Proven success improving KPIs, booking rates, call volume, conversion rates, and overall team productivity.
• Experience managing dispatch operations and working closely with field service teams.
• Strong recruiting, hiring, onboarding, and employee development experience.
• Demonstrated ability to coach, motivate, inspire, and hold employees accountable.
• Excellent communication and collaboration skills across multiple departments.
• Comfortable having difficult conversations while maintaining respect and professionalism.
• Highly organized with the ability to prioritize multiple responsibilities in a fast‑paced environment.
• Competitive, positive, solutions‑oriented leader with a passion for developing people.

Compensation & Benefits

• $85,000–$95,000 per year
• Performance-based bonus opportunities
• Full-time, in-office position
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid Time Off (PTO)
• Paid holidays
• Ongoing leadership training and professional development
• Career advancement opportunities with one of the Pacific Northwest's fastest-growing residential home service companies

What Success Looks Like

You create a team that enjoys coming to work, understands what winning looks like, and consistently delivers an outstanding customer experience. Call center performance improves. Booking rates increase. Dispatch runs efficiently. Communication between departments becomes seamless. Employees receive meaningful coaching, top performers are recognized, and accountability becomes part of the culture. Your leadership directly contributes to company growth, operational excellence, and an exceptional experience for every customer.

Full- Time In Office