Call Center Manager

Hosack Plumbing, Heating & Cooling

Compensation: $55,000–$75,000 annually, based on experience
Schedule: Full-Time | Monday–Friday, 7:00 AM–4:00 PM
Location: 635 Trade Center Blvd, Chesterfield, MO 63005

Ready to Take the Next Step in Leadership?

Are you a proven leader who knows how to build high-performing customer service teams, drive results, and create a culture people want to be part of?

Hosack Plumbing, Heating & Cooling is looking for an experienced Call Center Manager to lead our Customer Service Representative (CSR) and Dispatch teams. This hands-on leadership role is responsible for coaching, developing, and holding team members accountable while driving key performance metrics that directly impact company growth and customer satisfaction.

If you're passionate about leadership, thrive in a fast-paced environment, and have residential home services experience, we'd love to meet you.

What You'll Do

• Lead, coach, and develop the Call Center and Dispatch teams to achieve company goals and performance expectations.

• Build a positive, energetic, competitive, and accountable team culture where employees are motivated to succeed together.

• Drive daily call center performance, including inbound and outbound call volume, booking rates, conversion rates, response times, and other key performance indicators (KPIs).

• Ensure the Dispatch team effectively manages technician schedules, maximizes capacity, and supports revenue goals through efficient scheduling.

• Establish clear expectations and hold team members accountable through regular coaching and performance management.

• Recruit, interview, hire, onboard, and train high-performing CSRs and Dispatchers.

• Develop training programs that improve communication, customer experience, booking performance, and dispatch effectiveness.

• Conduct regular one-on-one meetings, team meetings, call reviews, and coaching sessions.

• Monitor dashboards, reports, and operational metrics to identify trends and implement action plans for continuous improvement.

• Partner with Operations, Service Managers, Sales, Marketing, and Recruiting to ensure alignment and effective communication across departments.

• Maintain appropriate staffing levels to support seasonal demand and business growth.

• Ensure company processes and procedures are consistently followed while identifying opportunities to improve efficiency.

• Recognize and celebrate outstanding performance while addressing underperformance promptly and professionally.

What We're Looking For

• 3+ years of leadership experience managing a call center, customer service, dispatch, or similar team.

• Required: Residential home services experience.

• Experience in HVAC, plumbing, electrical, or another residential service industry strongly preferred.

• Required: ServiceTitan experience.

• Proven success improving KPIs, booking rates, call volume, conversion rates, and overall team productivity.

• Experience managing dispatch operations and collaborating with field service teams.

• Experience with recruiting, hiring, onboarding, and employee development.

• Demonstrated ability to coach, motivate, inspire, and hold employees accountable.

• Strong communication and collaboration skills across multiple departments.

• Ability to navigate difficult conversations while maintaining respect and professionalism.

• Strong organizational skills and the ability to prioritize multiple responsibilities in a fast-paced environment.

• A competitive, positive, solutions-oriented mindset with a passion for developing people.

Compensation & Schedule

• Salary: $55,000–$75,000 annually, based on experience.

• Schedule: Monday–Friday, 7:00 AM–4:00 PM.

• Employment Type: Full-time.

• On-call and after-hours responsibilities may apply based on business needs.

Required Qualifications

• ServiceTitan experience.

• Residential home services experience.

• Previous customer service, call center, dispatch, or similar operational experience.

• Strong communication and organizational skills.

Preferred Qualifications

• Previous leadership, supervisor, or team lead experience.

• Plumbing, HVAC, electrical, or residential home services industry experience.

• Experience managing CSRs and/or Dispatchers.

• Familiarity with lead-generation platforms such as Google Local Services Ads (LSA) and Angi.

Benefits

We offer a comprehensive benefits package, including:

• Health Insurance

• Dental Insurance

• Vision Insurance

• 401(k)

• Paid Time Off

• Paid Holidays

• Life Insurance

• Short-Term and Long-Term Disability

• Employee Discounts

• Company-Provided Training

• Career Advancement Opportunities

Why This Role Matters

Our customers' experience starts before a technician ever arrives at their home.

It starts with the person who answers the phone, continues with the CSR who schedules the appointment and the Dispatcher who coordinates the right technician, and carries through to the field team delivering the service.

As Call Center Manager, you'll ensure these pieces work together effectively. You'll support the people behind the phones, help keep our technicians productive, and ensure our customers receive the level of service they expect from Hosack Plumbing, Heating & Cooling.

If you're ready to lead a high-performing team and grow your career with an established plumbing, heating, and cooling company, we'd love to meet you.

Apply today to join Hosack Plumbing, Heating & Cooling!

635 Trade Center Blvd
Chesterfield, MO 63005

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