$75,000 - $90,000/year | MondayFriday, 7 AM4 PM | Los Angeles, CA (90034)
Brody Pennell is hiring a Call Center Manager to lead our call center in Los Angeles, including our Customer Service Representatives and Dispatchers. You'll run the hub that keeps our plumbing and electrical technicians busy and our customers happy, owning booking, lead follow-up, and the customer experience from the first call to the completed job.
If you're a hands-on leader who loves coaching a team, knows your numbers, and gets energy from a busy phone line and a full schedule, we'd love to talk with you.
Lead, coach, and develop our Customer Service Representatives and Dispatchers, including hiring, training, scheduling, and performance reviews
Own booking performance, with a goal of a 95%+ booking rate on qualified service calls
Partner with Dispatch to keep a full multi-day schedule, balance technician capacity across our plumbing and electrical departments, and maximize same-day service
Make sure every lead gets fast follow-up, from phone, web, chat, Google, Yelp, Podium, Angi, and referrals
Review unbooked calls daily and lead appointment recovery and outbound campaigns (unsold estimates, memberships, maintenance, aging equipment)
Handle customer escalations and step in on calls when the team needs support
Use ServiceTitan to manage scheduling, call recordings, KPIs, and lead tracking, and report on team performance daily, weekly, and monthly
Calculate CSR and Dispatcher incentives and keep the team compliant with California labor rules (meal and rest breaks, wage and hour)
3+ years leading a call center or customer service team
Home services experience required (plumbing, electrical, HVAC, or similar residential home services)
ServiceTitan experience strongly preferred
Experience managing booking, scheduling, and performance metrics like booking rate, abandonment rate, and speed to answer
A coach at heart, with strong communication and conflict resolution skills
Comfortable using data and reports to spot trends and drive improvements
Calm, organized, and solution-oriented when juggling multiple priorities
Monday through Friday, 7:00 AM to 4:00 PM, with the occasional weekend
On-site at our Los Angeles office (90034)
Health, dental, and vision insurance
Life and disability insurance
401(k) plan
Paid time off
Tuition assistance
Ongoing training and career development opportunities
If you're a proven call center leader from the home services industry who loves building great teams and delivering a customer-first experience, we'd love to hear from you!
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