Customer Service Manager

Overview Call Center Manager Location:

Boxborough, MA Join the Heritage Legacy — Lead with Purpose Heritage Home Service is seeking a Call Center Manager who thrives in a dynamic environment, leads with purpose, and knows how to build a results-driven team culture. We believe exceptional customer experiences begin with inspired teams and bold leadership. If you're ready to make an impact, we want to hear from you.

Responsibilities:

Lead, coach, and develop a high-performing team of 10+ customer service representatives Monitor call metrics and performance reports to guide coaching and improve results Foster a culture of adaptability, clear communication, and continuous improvement Conduct call reviews, 1-on-1 coaching, and goal setting sessions Perform employee evaluations and implement corrective actions as needed Host team meetings and communicate company updates Partner with other departments for streamlined daily operations Resolve escalated customer issues efficiently and professionally Manage scheduling and administrative documentation

Qualifications:

2-5 years of experience in Customer Service, Call Center, or Dispatch Minimum of 3 years in management or supervisory roles (call center preferred) Strong problem-solving skills and a proactive mindset Ability to adapt quickly in a fast-paced, ever-changing environment Experience using reporting tools and metrics to drive performance Excellent communication and leadership skills Proven experience managing and developing teams of 8 or more Highly organized and capable of managing schedules, priorities, and KPIs Flexible availability to meet business needs

Compensation:

$100,000 - $110,000 annually, based on experience

Benefits & Perks:

Company-paid Medical, Dental, and Vision Insurance 401(K) with company matching Paid Time Off and Holiday Plan Company-provided Life & Disability Insurance Apply Today! At Heritage Home Service, we don't just offer jobs—we build careers. Join our team and help us redefine customer care in home services across Massachusetts!