What are the responsibilities and job description for the Contact Center Customer Service Manager position at Frank Gay Residential?
Frank Gay Services is seeking a driven and dependable Contact Center Customer Service Manager to help lead our high-volume, fast-paced contact center supporting our HVAC, plumbing, and electrical teams. You’ll be the right hand to the Contact Center Manager, ensuring service excellence, optimizing workflows, and empowering a team of dispatchers and customer service representatives to deliver five-star experiences.
This role is ideal for someone who thrives on people leadership, thrives under pressure, and understands the unique rhythm of the skilled trades. If you can juggle metrics, coach like a pro, and keep a cool head during seasonal surges, this one's for you.
What’s in it for YOU:
- Team Leadership & Development
- Support the recruitment, training, and daily supervision of CSRs and dispatch staff.
- Lead by example to drive high performance, accountability, and positive culture.
- Monitor performance metrics and conduct coaching sessions to improve individual and team outcomes.
- Operational Excellence
- Assist in developing staffing plans, call routing, and daily workflows for maximum efficiency.
- Collaborate with the Contact Center Manager to implement SOPs and maintain service level agreements (SLAs).
- Handle escalated customer issues with professionalism and urgency.
- Performance Management & Reporting
- Track call center KPIs (e.g., call answer rate, booking rate, hold time, etc.).
- Identify trends and implement solutions to improve team productivity and customer satisfaction.
- Assist in creating and delivering reports to senior leadership.
- Cross-Functional Collaboration
- Partner with Field Operations, Sales, and HR to ensure seamless communication and service delivery.
- Support scheduling, dispatching, and customer follow-ups as needed.
- Ensure smooth communication between contact center and field techs during peak hours.
Benefits:
- Paid Vacation/PTO
- Medical, Dental, Vision Insurances, paid life insurance
- 401(k) with company match up to 4%
What you will bring:
- 2 years of experience in a supervisory or assistant manager role within a contact center environment.
- Prior experience in the skilled trades industry or service business strongly preferred.
- Solid understanding of call center technology, CRM tools, and workforce management systems.
- Strong interpersonal, communication, and coaching skills.
- Ability to work flexible hours, including some evenings and weekends during high-demand seasons.