CSR Manager

Job Title: Call Center Manager

Reports to: Sales and Marketing Manager

Job Summary:

The Call Center Manager is responsible for leading, developing, and optimizing our customer service team. This role ensures every customer interaction reflects our company's standards while maximizing booking opportunities, efficiency, and overall customer satisfaction.

You will play a key role in coaching team members, improving processes, and driving performance metrics that directly impact company growth.

Supervisory Responsibilities:

• CSR Lead (if applicable)
• CSR's

Duties/Responsibilities:

• Lead, coach, and develop a team of CSRs (Customer Service Representatives)
• Monitor call quality, booking rates, and overall team performance
• Create a high-performance culture focused on customer experience and conversion
• Review and analyze KPIs (call volume, booking percentage, etc.)
• Implement training programs for new hires and ongoing team development
• Ensure consistent use and optimization of ServiceTitan
• Handle escalated customer concerns with professionalism and urgency
• Collaborate with operations, dispatch, and leadership teams to improve workflows
• Develop and enforce call scripts, processes, and best practices
• Maintain staffing schedules to meet call demand
• Manage and oversee customer membership program
• Answering the phones and booking calls
• Regular, prompt attendance during normal business hours is essential for answering customer and CSR questions during working hours
• Performs other duties as assigned

Qualifications:

• 3 years of call center or customer service leadership experience (home services preferred)
• Strong leadership and coaching skills with a proven ability to develop teams
• Experience with KPI tracking and performance management
• Excellent communication and problem-solving skills
• Ability to multitask and thrive in a fast-paced environment
• Experience with ServiceTitan or similar CRM systems is a plus
• Strong organizational and time management skills

What We're Looking For

• A leader who holds their team accountable while building them up
• Someone who doesn't settle for average and is driven by results
• A problem-solver who can improve systems, not just manage them
• A team player who collaborates across departments
• Someone who understands urgency and customer expectations in home services

Paid Time Off:
vacation 6 paid holidays sick leave
Health Benefits: Medical, dental, and vision insurance
401(k) Retirement: With up to 3.5% company match after one year
Parental Leave: We support working parents!
Professional Development: Training, growth opportunities, and advancement within the company
Weekly Pay: Because you work hard, and we pay fast

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at a time
• Indoor office environment

Equal Employment Opportunity is a fundamental principle at Hunt's Services. We are committed to giving all qualified individuals an equal employment opportunity with our company. Our policy is to administer all personnel actions without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by law. This policy applies to recruiting, hiring, training, and promoting in all job titles, as well as to decisions on compensation, benefits, transfers, layoffs, returning from layoff, company sponsored training, education, tuition assistance, or social and recreation programs. Our policy is to ensure that we base all employment decisions, including promotions, on valid requirements alone.

If you have a disability that affects your job performance or a religious belief that conflicts with our usual policies or procedures, please inform Human Resources. We will explore reasonable accommodation that will allow you to perform the essential functions of your job, if it does not cause undue hardship for the company or directly threaten health or safety.