Customer Service Manager

Benefits:

401(k) 401(k) matching Company parties Competitive salary Dental insurance Donation matching Free uniforms Health insurance Opportunity for advancement Paid time off Training & development Vision insurance Wellness resources About American Home Contractors American Home Contractors is a fast-growing, industry-leading exterior remodeling company serving homeowners across the Mid-Atlantic. We specialize in roofing, siding, windows, doors, gutters, and premium solar solutions, including Tesla Solar Roof installations. With thousands of 5-star reviews and operations across multiple states, our mission is simple: to install peace of mind for every homeowner we serve. Position Overview We are looking for a hands-on Customer Service Manager to lead and develop our CSR team in a high-volume inbound and outbound call environment. This is not a traditional office manager role. This is a player-coach position for someone who thrives in a fast-paced setting—driving call performance, increasing booked appointments, and actively coaching a team to perform at a high level. You will be directly responsible for top-of-funnel performance, including outbound activity, appointment setting, and CSR development. This is a 100% in-office role based in Fulton, MD Our Environment High-volume inbound + outbound call center CSRs make 90-150+ outbound calls daily Fast-paced, metrics-driven environment Real-time scheduling and dispatch coordination Performance is measured by appointments set and conversion rates Multiple service lines (Tune-Ups, Retail, Solar) What You'll Do Lead From the Front Jump into calls when needed—this is a hands-on role Set the tone for urgency, energy, and accountability Hold the team to daily calls and booking targets Drive Call Center Performance Manage inbound and outbound call activity Increase contact rates and appointments set

Monitor KPIs:

call volume, booking %, speed to lead, follow-up consistency Train & Develop CSRs Coach team members daily through call reviews and real-time feedback Train new hires on scripts, systems, and expectations Improve outbound performance and objection handling Own Scheduling & Lead Flow Oversee appointment setting and calendar optimization Ensure rapid and consistent follow-up on all leads Partner with sales and field teams to maximize booked opportunities Systems & Accountability Ensure CRM (Zoho) is accurate and consistently used Track and report on team performance Improve scripts, workflows, and follow-up processes What Success Looks Like Increased appointments set and held High-performing, accountable CSR team Strong outbound activity and follow-up discipline Fast response times on inbound leads Continuous improvement in team performance What We're Looking For Required 3+ years of experience leading in a high-volume inbound/outbound call environment Strong experience with outbound calling teams (required) Proven ability to drive performance and hit KPIs Experience training and coaching CSRs Ability to operate in a fast-paced, high-accountability environment Preferred Home services or service-based industry experience Experience with CRM systems (Zoho, Salesforce, etc.) Background in appointment setting or inside sales Why This Role Is Different This is not a sit-back management role.

This is for someone who:

Leads from the front Is comfortable being in the numbers daily Can coach, develop, and push a team to perform Understands that more calls + better calls = more revenue