Manager, Customer Service

Service Experts; Fairfax (VA); On-site; USD 95,000 - 130,000; Full time

Job summary

Service Experts Heating & Air Conditioning seeks an Agent Performance & Customer Growth Manager who will drive agent performance, call conversion, and inbound/outbound revenue across the Contact Center. The role leads Performance Coaches and the Outbound Program and partners with Supervisors on coaching plans and PIPs.

With 6+ years of experience, you will own reporting, lead performance reviews, and guide tiered outbound campaigns to grow memberships and appointments, ensuring accountability

Qualifications

• Minimum 6+ years of experience in performance coaching within a contact center.
• Bachelor's degree required.
• Strong data-driven coaching using KPI analytics and dashboards.

Responsibilities

• Own conversion performance reporting by agent, team, region, call type, and customer segment.
• Lead Performance Coaches and outbound program to drive revenue growth.
• Partner with supervisors to implement coaching plans and PIPs for underperforming agents.
• Lead performance reviews and tiered outbound campaigns.
• Collaborate with Operations to align staffing and capacity with demand.
• Maintain scorecards on conversion, coaching effectiveness, and revenue impact.

Skills

Leadership

Coaching

Analytics

Performance management

Communication

Education

Bachelor's Degree

Job description

Welcome!

The Agent Performance & Customer Growth Manager is responsible for driving agent performance, call conversion, customer growth, and inbound/outbound revenue generation across the Contact Center. This role owns conversion performance reporting and ensures performance insights translate into targeted coaching, accountability, and measurable results.

The Manager directly leads the Performance coaches and Outbound Program, while partnering closely with Contact Center Supervisors to implement coaching plans and Performance Improvement Plans (PIPs) for agents performing below established expectations.

Direct Reports

Performance Coaches – Provide targeted, data-driven coaching to improve agent conversion, lead generation, call effectiveness, and overall KPI performance across all call taking teams.

Outbound Call Activity – Executes targeted outbound campaigns focused on lead recovery, customer reactivation, appointment generation, membership growth, and other revenue-generating initiatives.

Key Responsibilities

• Conversion Performance: Own and monitor conversion of the sales/service calls and reporting by agent, team, region, call type, and customer segment; identify trends and performance gaps.
• Performance Coaching: Lead the Performance Coaches and establish coaching priorities based on conversion data and other established KPIs.
• Supervisor Partnership: Work with supervisors to develop and execute individualized coaching plans and ensure consistent follow-up and accountability.
• Performance Improvement: Partner with supervisors and leadership to establish and monitor formal PIPs for agents consistently performing below expectations.
• Performance Cadence: Lead recurring performance reviews to identify top performers, underperformers, trends, coaching needs, and corrective actions.
• Outbound Program Leadership: Own the execution, staffing, and performance of outbound calling activities and campaigns.
• Tiered Campaign Management: Develop and manage tiered outbound campaigns based on customer opportunity, revenue potential, service-center capacity, seasonality, and business priorities.
• Lead Recovery & Customer Growth: Drive programs targeting unbooked/lost leads, aged opportunities, customer reactivation, memberships, and other customer growth opportunities.
• Capacity-Based Demand Generation: Partner with Operations to target outbound activity toward markets and service centers with available technician capacity.
• Reporting & Analytics: Maintain scorecards measuring conversion, coaching effectiveness, agent improvement, outbound productivity, campaign conversion, appointments generated, and incremental revenue.
• Continuous Improvement: Partner with Operations, QA, Training, and other teams to improve scripting, processes, lead routing, agent tools, and performance practices.

Key Measures of Success

• Booking and call conversion
• Percentage of agents achieving KPI targets
• Agent performance improvement following coaching
• PIP improvement and successful completion
• Coaching effectiveness and completion
• Outbound contact and conversion rates
• Lost/un-booked lead recovery
• Appointments generated through outbound campaigns
• Membership and customer growth
• Incremental revenue generated
• Outbound campaign ROI

Role Purpose

The Agent Performance & Customer Growth Manager serves as the Contact Center’s centralized leader for performance optimization and growth—connecting conversion analytics, performance coaching, supervisor accountability, and outbound demand generation to improve agent effectiveness and deliver measurable appointment and revenue growth.

• Minimum Experience: 6+ years
• Minimum Education: Bachelor's Degree Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [e-mail]