Senior Call Center & Office Manager

Mr. Rooter Plumbing of Virginia Beach; Virginia Beach (VA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Company parties

Competitive salary

Health insurance

Opportunity for advancement

Paid time off

Training & development

401(k)

401(k) matching

Bonus based on performance

Job summary

Mr. Rooter Plumbing of Virginia Beach is seeking an Office Manager to lead the front office and call center operations. You will own the customer experience from first contact to final invoice, ensuring smooth scheduling and strong team performance.

Responsibilities include coaching the team, optimizing response times, and managing ServiceTitan workflows and reporting. The role emphasizes a hands-on, customer-focused leadership style within a fast-paced, local plumbing service.

Qualifications

• 4+ years in a call center, customer service, or dispatch role with at least 2 years supervising or leading others
• 4+ years of advanced ServiceTitan experience (reports, workflows, dispatch board, content portal, Marketing Pro)
• Experience in sales or follow-up (estimates, quotes, renewals)
• Comfortable being measured on metrics like booking rate and response times
• Home services experience (plumbing, HVAC, electrical)
• Experience with Microsoft 365 suite

Responsibilities

• Lead customer service and call center team: hiring, training, scheduling, coaching, dispatch oversight
• Own call center metrics: inbound lead rates, booking rate, web lead response, cancellations
• Manage ServiceTitan at an advanced level: dispatch board, reports, campaigns, workflows
• Maintain follow-up for unsold estimates, quotes, financing, and renewals
• Handle escalated customer concerns with calm, ownership, resolution
• Coordinate office systems (Greensky, Rilla, RingCentral) and after-hours coverage
• Manage call center vendors and relationships
• Partner with Operations Director, Service/Project Managers, Billing to keep schedules full
• Implement and maintain organizational systems for information flow
• Collaborate with finance to ensure billing and payroll accuracy

Job description

Mr. Rooter Plumbing of Virginia Beach is seeking an Office Manager to lead the front office and call center operations. You will own the customer experience from first contact to final invoice, ensuring smooth scheduling and strong team performance.

Responsibilities include coaching the team, optimizing response times, and managing ServiceTitan workflows and reporting. The role emphasizes a hands-on, customer-focused leadership style within a fast-paced, local plumbing service.