On-Site Call Center Manager | Lead & Coach ServiceTitan Team

Benjamin Franklin Plumbing Bay Area; Novato (CA); On-site; USD 44,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Parental leave

Profit sharing

Vision insurance

401(k)

401(k) matching

Dental insurance

Job summary

Benjamin Franklin Plumbing is seeking a Call Center Manager in Novato, CA to lead the on-site customer service team and dispatch operations. You will own how calls are answered, how jobs are booked, and how the board is run daily in ServiceTitan, coaching reps to improve metrics and customer satisfaction.

You will work with Operations Managers to keep technicians fully booked, maintain call scripts, and drive outbound campaigns while handling escalated calls and reporting KPIs to leadership.

Qualifications

• 5+ years in a call center or dispatch team, with at least 3 years in a supervisor role.
• Experience using ServiceTitan for bookings, dispatch, and reporting.
• Proven coaching ability and accountability for metrics.
• Excellent communication and phone presence.

Responsibilities

• Lead and coach a team of customer service reps and dispatchers.
• Own daily call center performance metrics and reporting.
• Manage booking, scheduling, and dispatch in ServiceTitan.
• Train new hires on scripts and workflows.
• Run outbound campaigns and handle escalated calls.
• Provide weekly KPI updates to leadership.

Skills

Call center experience

Team coaching

Customer service

Communication skills

Tools

ServiceTitan

Job description

Benjamin Franklin Plumbing is seeking a Call Center Manager in Novato, CA to lead the on-site customer service team and dispatch operations. You will own how calls are answered, how jobs are booked, and how the board is run daily in ServiceTitan, coaching reps to improve metrics and customer satisfaction.

You will work with Operations Managers to keep technicians fully booked, maintain call scripts, and drive outbound campaigns while handling escalated calls and reporting KPIs to leadership.