Customer Service Manager
Description
Overview
The Call Center Manager leads customer service, dispatch, inside sales, and scheduling operations within a high-volume, trade-based call center. This role drives revenue growth, operational excellence, and customer satisfaction while developing strong leaders and partnering with executive leadership to support company-wide goals.
This is an in person role that requires you to travel to our Anthem, AZ location on a daily basis - We will be moving to N 19th Ave Phoenix AZ 85027 by March 2027 at the latest
Key Responsibilities
- Lead daily operations across customer service, dispatch, and install coordination teams
- Drive booking rates, conversion performance, and customer experience metrics
- Develop and execute operational strategies aligned with growth and revenue targets
- Coach and develop supervisors and team leads; manage teams of 10–15+ employees
- Oversee workforce planning, reporting, and performance management
- Optimize CRM and call center technology, including ServiceTitan
- Partner with Field Operations, Sales, Marketing, and HR to ensure seamless service delivery
- Serve as escalation point for high-impact customer issues
- Experience with ai CSR and set-up preferred
Qualifications
- Experience managing a $15M+ call center operation
- Background in dispatch, customer service, and install coordination in the trades
- Experience with a medium to large call center for one of the following: HVAC, electrical, plumbing, sewer
- Proven leadership of 7-15 person teams
- Strong reporting and performance management skills
- Experience with ServiceTitan and Microsoft Office
Expectations
- In-office role, Monday–Friday (minimum 8 hours/day)
- Hands-on, reliable leader available during team working hours
Benefits
- Medical, dental, vision
- 401(k) with company match
- Supportive Team Environment
#PRO
About ProSkill Services:
Thousands of people across the North Valley have become ProSkill life-long customers. Our plumbers, electricians and HVAC technicians are highly trained professionals with genuinely good hearts and great personalities. We're located in beautiful Anthem Arizona, just North of Phoenix, and we service the entire Northern part of the Valley. Our AC and heating experts, electricians and plumbers in Anthem cover everything from Scottsdale to Glendale to Surprise. Electrical work, plumbing, heating and air conditioning is our life!
We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.
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