Customer Service Manager

Benefits:

• 401(k)
• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Donation matching
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources
  
  
  

About American Home Contractors

American Home Contractors is a fast-growing, industry-leading exterior remodeling company serving homeowners across the Mid-Atlantic. We specialize in roofing, siding, windows, doors, gutters, and premium solar solutions, including Tesla Solar Roof installations.

With thousands of 5-star reviews and operations across multiple states, our mission is simple: to install peace of mind for every homeowner we serve.

Position Overview

We are looking for a hands-on Customer Service Manager to lead and develop our CSR team in a high-volume inbound and outbound call environment.

This is not a traditional office manager role. This is a player-coach position for someone who thrives in a fast-paced setting—driving call performance, increasing booked appointments, and actively coaching a team to perform at a high level.

You will be directly responsible for top-of-funnel performance, including outbound activity, appointment setting, and CSR development.

This is a 100% in-office role based in Fulton, MD

Our Environment

• High-volume inbound outbound call center
• CSRs make 90–150 outbound calls daily
• Fast-paced, metrics-driven environment
• Real-time scheduling and dispatch coordination
• Performance is measured by appointments set and conversion rates
• Multiple service lines (Tune-Ups, Retail, Solar)
  
  
  

What You’ll Do

Lead From the Front

• Jump into calls when needed—this is a hands-on role
• Set the tone for urgency, energy, and accountability
• Hold the team to daily calls and booking targets
  
  
  

Drive Call Center Performance

• Manage inbound and outbound call activity
• Increase contact rates and appointments set
• Monitor KPIs: call volume, booking %, speed to lead, follow-up consistency
  
  
  

Train & Develop CSRs

• Coach team members daily through call reviews and real-time feedback
• Train new hires on scripts, systems, and expectations
• Improve outbound performance and objection handling
  
  
  

Own Scheduling & Lead Flow

• Oversee appointment setting and calendar optimization
• Ensure rapid and consistent follow-up on all leads
• Partner with sales and field teams to maximize booked opportunities
  
  
  

Systems & Accountability

• Ensure CRM (Zoho) is accurate and consistently used
• Track and report on team performance
• Improve scripts, workflows, and follow-up processes
  
  
  

What Success Looks Like

• Increased appointments set and held
• High-performing, accountable CSR team
• Strong outbound activity and follow-up discipline
• Fast response times on inbound leads
• Continuous improvement in team performance
  
  
  

What We’re Looking For

Required

• 3 years of experience leading in a high-volume inbound/outbound call environment
• Strong experience with outbound calling teams (required)
• Proven ability to drive performance and hit KPIs
• Experience training and coaching CSRs
• Ability to operate in a fast-paced, high-accountability environment
  
  
  

Preferred

• Home services or service-based industry experience
• Experience with CRM systems (Zoho, Salesforce, etc.)
• Background in appointment setting or inside sales
  
  
  

Why This Role Is Different

This is not a sit-back management role.

This is for someone who:

• Leads from the front
• Is comfortable being in the numbers daily
• Can coach, develop, and push a team to perform
• Understands that more calls better calls = more revenue