Call Center ManagerPosition Summary The Call Center Manager is responsible for the daily operation, performance, and accountability of Summit Roofing & Restoration's Customer Service Representatives (CSRs). This role ensures every customer interaction reflects Summit's commitment to exceptional service while maintaining efficient scheduling, lead management, referral tracking, and communication across all branches. The Call Center Manager oversees inbound and outbound customer communications, monitors team performance, maintains CRM accuracy, and ensures every opportunity is properly documented and moved through the appropriate workflow. This position serves as the operational leader of the CSR department and works closely with Sales, Production, Marketing, and Leadership to deliver an outstanding customer experience. Reports To Chief Operating Officer Primary Responsibilities Lead and supervise the CSR team. Ensure exceptional customer service on every interaction. Manage daily scheduling and appointment booking. Oversee ServiceTitan CRM accuracy and workflow compliance. Monitor inbound calls, outbound follow-up, and customer response times. Review Local Services Ads (LSA) leads and ensure proper credit requests. Manage our referral pipeline and referral tracking. Monitor department productivity and performance metrics. Coach, train, and develop CSR team members. Coordinate communication between departments. Resolve customer escalations professionally and efficiently. Maintain CSR Standard Operating Procedures. Ensure departmental compliance with company standards. Daily Responsibilities Monitor incoming phone calls and customer inquiries. Ensure appointments are scheduled accurately and promptly. Review ServiceTitan dashboards throughout the day. Verify customer records are complete and accurate. Monitor appointment confirmations and follow-up communications. Review ReferPro referrals and move referrals through the appropriate pipeline stages. Review Google Local Services Ads and submit credit requests when applicable. Assist CSRs with customer concerns and escalated issues. Maintain communication with Sales, Production, Marketing, and Management. Ensure all customer interactions reflect Summit's customer service standards. Weekly Responsibilities Conduct CSR team meetings and coaching sessions. Review departmental performance metrics. Audit scheduled appointments for accuracy. Review call quality and customer service consistency. Monitor referral pipeline progress. Review LSA performance and lead disposition accuracy. Identify training opportunities and process improvements. Provide leadership updates on department performance. Monthly Responsibilities Review department KPIs and reporting. Evaluate CSR productivity and scheduling efficiency. Review customer satisfaction trends. Update departmental SOPs as processes evolve. Participate in leadership planning meetings. Recommend workflow improvements and staffing needs. Key Performance Indicators (KPIs) Appointment booking percentage Call answer rate Missed call percentage Average response time Customer satisfaction Referral pipeline accuracy LSA lead credit accuracy CRM documentation accuracy Schedule utilization Team productivity Lead conversion support Leadership Responsibilities Hire, onboard, and train new CSR team members. Conduct regular coaching and performance reviews. Maintain accountability through measurable performance standards. Foster a positive, team-oriented work environment. Encourage continuous improvement and professional development. Promote Summit's Core Values through daily leadership. Required Skills Strong leadership and communication skills Exceptional customer service abilities Excellent organizational and time management skills Conflict resolution and problem-solving abilities High attention to detail Ability to multitask in a fast-paced environment Strong written and verbal communication Professional phone etiquette Proficiency with ServiceTitan and Call Center Pro •preferred Google Workspace experience Preferred Experience Previous call center leadership experience Customer service management Scheduling and dispatch coordination CRM administration KPI reporting and performance management Roofing, construction, or home services industry experience preferred Success in This Role A successful Call Center Manager creates a highly organized, responsive, and customer-focused department that consistently delivers exceptional service. They ensure every lead is managed efficiently, every customer receives timely communication, every CSR is properly supported, and departmental processes align with Summit Roofing & Restoration's commitment to protecting what matters most.

Pay:

$50,000.00 - $60,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person