Call Center Manager

Job Description

Job Description

Lead the Team That Creates Five-Star Customer Experiences.

At Astar Heating & Air Inc. , every great customer experience begins with a great conversation. We're looking for an experienced Call Center Manager to lead our Customer Service Representatives and Dispatch team while driving performance, accountability, and exceptional service.

This is an exciting opportunity for a motivated leader who thrives in a fast-paced environment, enjoys coaching and developing people, and is passionate about creating an outstanding customer experience from the very first call.

If you're a results-driven leader who knows how to inspire teams, improve performance, and build a winning culture—we want to meet you!

⭐ Why Join Astar?

Benefits You'll Love

✅ FREE Employee Health Insurance
✅ Dental Insurance
✅ Vision Insurance
✅ 401(k) with Company Match (Up to 6%)
✅ Paid Time Off (PTO)
✅ Paid Holidays
✅ Birthday PTO Day
✅ Ongoing Leadership & Professional Development Training
✅ Career Advancement Opportunities
✅ Family-Owned Company with an Amazing Culture
✅ Employee Recognition Programs
✅ Year-Round Stability

About the Role

As the Call Center Manager , you'll oversee the daily operations of our inbound and outbound call center, leading a team of Customer Service Representatives (CSRs) and Dispatchers . You'll be responsible for developing your team, monitoring performance, improving processes, and ensuring every customer receives exceptional service.

Success in this role means creating a positive, high-performing culture where employees are empowered to succeed and customers consistently receive a five-star experience.

What You'll Do

Leadership & Team Development

• Lead, coach, mentor, and motivate a team of CSRs and Dispatchers
• Conduct regular one-on-one meetings and performance evaluations
• Provide ongoing coaching, training, and professional development
• Foster a positive, accountable, and customer-focused culture
• Recruit, onboard, and develop top talent

Operations Management

• Oversee daily inbound and outbound call center operations
• Monitor call queues, scheduling, staffing, and workforce management
• Ensure service levels and response times are consistently achieved
• Improve workflows and operational efficiency
• Develop strategies that increase productivity and customer satisfaction

Performance & Reporting

• Monitor KPIs including:
• • Booking Rate
  • Call Conversion
  • Abandonment Rate
  • Average Handle Time
  • Customer Satisfaction (CSAT)
  • Schedule Efficiency
  • Call Quality Scores
• Analyze performance data and prepare reports
• Develop action plans to improve team performance
• Identify trends and opportunities for continuous improvement

Customer Experience

• Handle escalated customer concerns professionally and effectively
• Ensure every customer interaction reflects Astar's commitment to excellence
• Implement initiatives that improve the overall customer journey
• Collaborate with leadership to enhance service standards

Cross-Functional Collaboration

• Partner with Sales, Service, Dispatch, Marketing, HR, and Operations teams
• Support company initiatives and departmental goals
• Ensure compliance with company policies and operational procedures

✅ Qualifications

• Proven experience leading a call center or customer service team
• Previous Call Center Manager experience preferred
• HVAC, Plumbing, Electrical, or Home Services experience is a plus—but not required
• Strong leadership, coaching, and employee development skills
• Excellent communication and interpersonal abilities
• Experience managing KPIs and performance metrics
• Strong analytical, organizational, and problem-solving skills
• Ability to prioritize and thrive in a fast-paced environment
• Positive attitude with a passion for customer service

Preferred Skills

• Experience using ServiceTitan (Preferred but not required)
• CRM software experience
• Workforce management and scheduling experience
• Microsoft Office proficiency
• Performance reporting and data analysis

⭐ What Makes Someone Successful in This Role?

We're looking for someone who:

✔ Inspires and develops high-performing teams
✔ Leads with accountability, integrity, and positivity
✔ Thrives in a fast-paced environment
✔ Uses data to make informed decisions
✔ Creates exceptional customer experiences
✔ Builds strong relationships across departments
✔ Is passionate about continuous improvement and operational excellence

Why Astar?

At Astar, we believe our people are the heart of everything we do. As our Call Center Manager , you'll have the opportunity to shape the customer experience, develop future leaders, and make a lasting impact on one of the most important departments in our company.

We proudly live by our F.I.R.E. Values :

Fun

Integrity

Respect
⭐ Excellence

If you're ready to lead a team that delivers exceptional customer experiences every day, apply now and become part of the Astar family!

We specialize in providing high-quality services in plumbing, HVAC and electrical services. Our commitment to honesty and excellence drives us to deliver the best equipment and service to our valued clients. Astar’s mission is to always provide HONESTY in every solution, while delivering the highest QUALITY in service and installations.

Company Description

We specialize in providing high-quality services in plumbing, HVAC and electrical services. Our commitment to honesty and excellence drives us to deliver the best equipment and service to our valued clients. Astar’s mission is to always provide HONESTY in every solution, while delivering the highest QUALITY in service and installations.