Job Overview Advantage Septic Service is seeking an experienced, results-driven Call Center Manager to lead and elevate our customer service and dispatch operations. The ideal candidate has a proven track record of managing a Nexstar-trained call center within the home services industry (septic, plumbing, HVAC, electrical, or similar) and possesses deep proficiency in ServiceTitan . In this role, you will drive call center performance, maximize dispatch board efficiency, deliver 5-star customer experience, and collaborate closely with Operations leadership. You will also play a key operational role in supporting multi-location growth by evaluating , training, and bringing a call center operations up to company standards, while directly supporting field technician success through proactive scheduling and inventory coordination. Responsibilities Manage and motivate a team of inside sales representatives, telemarketers, and customer service agents to meet and exceed performance targets. Develop and implement effective call strategies, including warm calling, outbound calling, and consultative selling techniques to maximize deal closures. Oversee the use of sales automation technologies, CRM software such as Salesforce, and Salesforce Cloud to streamline workflows and improve sales efficiency. Monitor call quality, provide coaching on communication skills, negotiation tactics, and client engagement to enhance overall customer satisfaction. Coordinate with sales and marketing teams to align outreach efforts with business objectives and ensure consistent messaging across channels. Analyze performance metrics related to B2B sales, deal closing rates, customer service levels, and call center productivity; prepare reports for senior management. Ensure compliance with company policies, industry regulations, and best practices in telemarketing and technical sales environments.

Skills Team Leadership & Performance Management Lead & Coach:

Manage, mentor, and hold the call center team accountable to high-performance standards through coaching, scorecards, and performance management.

Process Enforcement:

Train and enforce Nexstar operational disciplines, including call scripts, booking standards, and customer experience expectations.

Customer Excellence:

Ensure the delivery of consistent, 5-star customer experience on every interaction and handle escalated customer issues professionally and efficiently.

Metric Ownership:

Drive and continuously improve key call center metrics, with a focus on conversion/booking rates and high-value call prioritization.

Dispatch, Capacity & Revenue Optimization Dispatch Board Management:

Actively manage and optimize the dispatch board (including the 3-day board) to maximize revenue, schedule density, profitability, and technician efficiency.

Capacity Planning:

Balance emergency service calls, scheduled work, and technician productivity through proactive outbound calls to fill capacity.

Operations Alignment:

Maintain continuous communication with Operations leadership to ensure alignment on capacity, daily priorities, and field needs.

Field Support & Operations Logistics Technician Readiness:

Set field technicians up for success by verifying they have all necessary job details, resources, and materials prior to arriving on-site.

Parts & Inventory Management:

Order required parts and coordinate deliveries to support seamless field operations.

Required Qualifications & Experience Nexstar Mastery:

Demonstrated experience implementing and enforcing Nexstar processes, call scripts, and booking standards.

Industry Experience:

3-5 years of hands-on call center management experience within the home services industry (septic, plumbing, HVAC, electrical, or related trade).

Software Proficiency:

Advanced, hands-on proficiency with ServiceTitan (dispatch, booking, capacity management).

Leadership & Communication:

Strong interpersonal, problem-solving, and conflict-resolution skills with a proven track record of driving team accountability. Join us as a Call Center Manager where your leadership will inspire teams to deliver outstanding results! Your expertise in Call Center Performance combined with your passion for delivering exceptional Customer Service will help us create memorable customer experiences while driving business growth through innovative sales strategies

Pay:

From $80,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance Application Question(s): How many years of hands-on experience do you have navigating Service Titan? Do you have experience managing a call center ?

Work Location:

In person