Customer Service Manager

Call Center Manager – Home Services Sergeants Electrical | North Port, FL Salary: $60,000–$70,000 per year, based on experience Sergeants Electrical is seeking an experienced, results-driven Call Center Manager to lead our customer service and booking team. This is a hands‑on leadership position for someone who understands how to manage both inbound and outbound call-center operations , improve conversion rates, hold team members accountable, and create a positive, high‑performing culture. The ideal candidate has proven experience managing a call center and is comfortable using data, coaching, and clear expectations to improve performance. Experience in the electrical, HVAC, plumbing, or residential home‑services industry is strongly preferred. Key Responsibilities Lead the daily operations of the inbound and outbound call center Manage, coach, train, and develop customer service representatives Drive inbound booking rates and outbound call performance Monitor call volume, answer rates, missed calls, booking rates, conversion rates, and other key performance indicators Set clear individual and team goals and hold employees accountable for results Review recorded calls and provide consistent coaching and feedback Develop scripts, processes, and call‑handling standards that improve the customer experience Create outbound campaigns for unsold opportunities, memberships, follow‑ups, and customer reactivation Ensure appropriate staffing and scheduling based on call volume and business needs Recruit, onboard, and train new call‑center employees Conduct team meetings, performance reviews, and one‑on‑one coaching sessions Work closely with dispatch, operations, sales, and field leadership Identify performance gaps and implement action plans to improve results Maintain accurate reporting and communicate call‑center performance to senior leadership Build a positive, accountable, and customer‑focused team culture Required Qualifications Previous experience managing a call center is required Proven experience leading both inbound and outbound call‑center operations Strong understanding of call‑center KPIs, booking rates, conversion rates, answer rates, and call‑volume metrics Demonstrated success coaching employees and improving individual and team performance Strong leadership, communication, and conflict‑resolution skills Ability to hold employees accountable while maintaining a positive team environment Experience creating and improving call scripts, workflows, and processes Strong organizational, analytical, and problem‑solving abilities Comfortable working in a fast‑paced, performance‑driven environment Proficiency with call‑center, CRM, and scheduling software Preferred Qualifications Experience in the electrical, HVAC, plumbing, or residential home‑services industry Experience using ServiceTitan Experience managing appointment booking, customer retention, membership, or outbound reactivation campaigns Experience recruiting, training, and developing call‑center employees Compensation and Benefits $60,000–$70,000 per year, depending on experience Performance‑based bonus opportunities Medical, dental, and vision insurance 401(k) Paid Time Off Paid holidays Professional development and advancement opportunities Supportive, growth‑focused company culture Join Our Team This is an excellent opportunity for an experienced call‑center leader who enjoys developing people, improving performance, and helping a growing home‑services company deliver an exceptional customer experience. Applicants must have previous call‑center management experience. Full Time In Person #FLTRADES #J-18808-Ljbffr