Call Center Manager, Employee-owned

$55K–$70K salary + performance bonus

**Pay: **$55,000–$70,000 per year salary, plus a quarterly performance bonus of up to $6,000 per year tied to booking rate, call answer rate and customer reviews.

American Dream Home Services is adding a full service plumbing division — and every call, booking and dispatch runs through you. We're looking for a leader who turns a phone room into a revenue engine: every caller answered, every call booked, every tech's day full.

And here, you're not just an employee — you're an owner. American Dream Home Services is employee-owned, so when the company grows, your share grows with it.

What you'll do

• Build, hire, train and lead our team of Customer Service Reps (CSRs) and dispatchers for HVAC and plumbing
• Own the numbers: answer rate, booking rate, average handle time, cancellations and customer satisfaction
• Write and coach call scripts for service, emergency, drain, water heater and maintenance-plan calls
• Run dispatch so the right tech gets the right job — balancing emergencies, schedules and drive time across La Plata County
• Listen to recorded calls weekly and give each rep specific, scored feedback
• Manage the CRM / field-service software, call tracking and phone system
• Grow maintenance-plan memberships and follow up on unsold estimates
• Report weekly to leadership on call volume, lead sources and booked revenue

What you bring

• 3+ years in a call center, dispatch or customer service role; 1+ year supervising people
• Home-service experience (HVAC, plumbing, electrical) strongly preferred
• Experience with ServiceTitan, Housecall Pro or similar field-service software
• Comfortable with numbers, KPIs and simple spreadsheets
• Calm under pressure — burst pipes and no-heat calls happen at the worst times
• A coach's mindset: you raise people up and hold the line on standards

Schedule

Monday–Friday, daytime hours; occasional evening or weekend coverage during peak season.

Benefits

• PTO and paid vacation days
• Paid training and room to grow as the plumbing division scales
• Health insurance, 401k match, and employee ownership for all full time employees

How to apply

Apply directly through this posting. Applications are accepted on an ongoing basis — there is no fixed deadline.