What are the responsibilities and job description for the Customer Service Manager position at SERVPRO Team Wall?
Responsive recruiter
SERVPRO Team Wall (former Franchise of the Year) is looking for our next great leader!
We’re hiring a Customer Service Manager to lead our Intake Team—the front line of our business and a key driver of revenue, customer experience, and operational success.
If you’re a people-first leader who knows how to coach teams, improve performance, and maximize every customer opportunity, this role is for you.
What You’ll Own
Lead & Develop the Team
This isn’t just a customer service job—this team directly impacts revenue and customer trust at critical moments. You’ll have the opportunity to help build a stronger team, improve systems, and make a real difference for customers when they need help most.
Benefits
Picture yourself here fulfilling your potential.
At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.
All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.
SERVPRO Team Wall (former Franchise of the Year) is looking for our next great leader!
We’re hiring a Customer Service Manager to lead our Intake Team—the front line of our business and a key driver of revenue, customer experience, and operational success.
If you’re a people-first leader who knows how to coach teams, improve performance, and maximize every customer opportunity, this role is for you.
What You’ll Own
Lead & Develop the Team
- Manage, coach, and grow a team of Intake Coordinators
- Assist with hiring, onboarding, and ongoing training & performance management
- Build a high-accountability, high-performance culture
- Ensure every call delivers exceptional service and maximizes lead conversion
- Coach team using call reviews and performance data
- Handle escalations and turn problems into long-term improvements
- Oversee daily scheduling and dispatch across multiple locations
- Manage on-call, weekend, and after-hours coverage
- Lead after-hours operations, including direct oversight of our overseas third-party support team
- Track KPIs, scorecards, and team metrics
- Identify gaps and drive improvements in speed, conversion, and efficiency
- Ensure SOP consistency across all shifts and locations
- 3–5 years leading a customer service, dispatch, or operations team
- Proven success in coaching teams and improving performance
- Experience managing after-hours and/or overseas support teams
- Strong problem-solving and customer escalation experience
- Comfortable with CRM systems, call platforms, and Excel
- Restoration, construction, or home services experience
- Background in multi-location scheduling/dispatch environments
- Experience improving revenue capture or conversion metrics
This isn’t just a customer service job—this team directly impacts revenue and customer trust at critical moments. You’ll have the opportunity to help build a stronger team, improve systems, and make a real difference for customers when they need help most.
Benefits
- 401k matching
- Medical/Dental/Vision
- Generous PTO policy
- Training & Development
Picture yourself here fulfilling your potential.
At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.
All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.
Salary : $70,000 - $85,000