Call Center Manager

Overview Gene Johnson has been serving homeowners throughout the Greater Seattle area for decades with trusted plumbing, HVAC, and electrical services. We’re looking for an experienced Call Center Manager who is passionate about developing people, improving processes, and delivering an outstanding customer experience. This role will oversee the daily operations of our Customer Service Representatives and Dispatch team while driving performance, efficiency, and service excellence in a fast-paced home services environment. What You’ll Do Lead, coach, and develop a high-performing team of Customer Service Representatives and Dispatchers. Manage daily call center operations, scheduling, staffing, and workflow. Monitor key performance metrics including booking rate, call quality, response times, customer satisfaction, and conversion rates. Conduct regular coaching sessions, performance reviews, and ongoing training. Partner with Dispatch, Sales Manager, Trade Managers and field leadership to maximize technician schedules and revenue opportunities. Oversee quality assurance through call monitoring and feedback. Resolve escalated customer concerns with professionalism and urgency. Develop and improve processes that enhance efficiency and the customer experience. Prepare operational reports and provide recommendations to senior leadership. Ensure consistent use of ServiceTitan, phone systems, and CRM tools while maintaining accurate reporting. What We’re Looking For 5+ years of call center, customer service, or operations leadership experience. 3+ years managing customer service or dispatch teams. Experience within HVAC, plumbing, electrical, or other residential home services preferred. Strong leadership, coaching, and employee development skills. Proven ability to improve KPIs and drive operational performance. Experience with ServiceTitan and Five9 or similar service management software preferred. Excellent communication, organizational, and problem-solving skills. Comfortable working in a fast-paced, metrics-driven environment. Proficient with Microsoft Office and reporting tools What We Offer Competitive salary of $85,000–$115,000 annually plus bonusPerformance-based bonus opportunityMedical, Dental & Vision Insurance401(k) with Company MatchPaid Time Off & Paid HolidaysOngoing leadership development and training Why Gene Johnson? At Gene Johnson, our people make the difference. We believe in investing in our employees, providing opportunities for advancement, and creating an environment where teamwork, integrity, and exceptional customer service are valued every day. If you’re a proven leader ready to build high-performing teams and make an impact, we’d love to meet you. Gene Johnson is an Equal Opportunity Employer. Weprovideequal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status,gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. #J-18808-Ljbffr