Manager Contact Center

TurnPoint Services; Gaithersburg (MD); On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

Comprehensive Benefits

Real Growth Opportunities

Culture with Heart

Training & Development

Job summary

GAC Services, part of TurnPoint Services, is seeking a Manager Contact Center to lead a large-scale operation in Maryland. The role focuses on guiding customer service and dispatch, ensuring steady processes, and effective cross-department communication to support technicians and customers.

The ideal candidate will demonstrate strong decision-making, team leadership, and a commitment to service quality. This is a full-time position offering comprehensive benefits and a path for growth within a

Responsibilities

• Manage day-to-day operations of a large-scale contact center, driving efficiency and exceptional customer service.
• Lead, mentor, and develop a dynamic team to meet and exceed performance goals.
• Collaborate with leadership to align call center and dispatch operations with company objectives.

Job description

Brand Overview

GAC Services has proudly served Maryland with HVAC, electrical, and plumbing expertise for over 50 years. Known for award-winning service and trusted by thousands of local homeowners, GAC is a leader in the Mid-Atlantic. As part of TurnPoint Services, GAC employees gain unmatched resources, world-class training, and career mobility across a national platform. We invest in people who are passionate about service and growth. Join GAC Services - where Maryland excellence builds lasting careers.

Role Overview

Manager Contact Center (2025-1213)

Role Overview

• As the contact center manager, you will oversee the customer service and dispatch department. You will aid your department and the service departments' technicians and our customers as nessesary. We require that you effectively communicate with all the departments on any situation that arises to ensure a steady process. As a top candidate, you will use conceptual judgement and decision making skills to properly service your employees, partners and customers.

What You Bring

Key Responsibilities

• Manage day-to-day operations of a large-scale contact center, driving efficiency and exceptional customer service - Lead, mentor, and develop a dynamic team to meet and exceed performance goals. - Implement innovative strategies to improve processes and customer satisfaction. - Collaborate with leadership to align call center and dispatch operations with company objectives.

Licenses & Certifications

Why You'll Love Working Here

• Comprehensive Benefits: Medical, dental, and vision coverage; a 401(k) plan with company match; paid parental leave; PTO; company-paid holidays; life and disability insurance; accident, critical illness, and hospital indemnity coverage; and access to voluntary benefits such as pet insurance and identity/fraud protection - everything you need to support yourself and your family.
• Real Growth Opportunities: With more than 60+ strong local brands behind you, you'll have the chance to grow your skills, take on new responsibilities, and build a long-term career.
• A Culture with Heart: We lead with teamwork, respect, and integrity. Every voice matters, and every contribution fuels our shared success.
• Purpose-Driven Work: Every role - in the field, office, or leadership - makes a real impact by helping families and communities stay safe and comfortable.
• Competitive Rewards: Strong pay, solid benefits, and recognition programs designed to celebrate craftsmanship, commitment, and exceptional performance.
• Clear Career Paths: From apprentice and entry-level roles to expert technicians, office leaders, and GMs - you'll always know where you can grow next.
• Training & Development: Hands-on technical instruction, leadership pathways, and continuous learning through our Apprenticeship Academy and brand-level coaching.
• Modern Tools & Technology: Advanced diagnostics, digital tools, and quality equipment that help you work safer, smarter, and more efficiently.
• Safety First: A safety-first mindset built into every process so you go home safely every day.
• Inclusive & Supportive Environment: We welcome all backgrounds and empower every employee to bring their best.
• Stable & Reliable: The strength of a national platform with the trust of long-standing local brands means your career is secure and supported.
• Community Impact: Your work strengthens local neighborhoods and supports families in meaningful, practical ways.

Pay Range

USD $95,000.00 - USD $115,000.00 /Yr.

EEO Statement

Equal Opportunity Employer

We are an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or other status protected by applicable federal, state, or local law.