Job Description

Call Center Manager

Benjamin Franklin Plumbing is "The Punctual Plumber." We are a locally owned residential plumbing company serving the Bay Area from our San Jose and Novato locations. Our call center is the first voice our customers hear, and it sets the tone for every job we run. We are looking for a hands-on leader to run that team.

The Call Center Manager leads our customer service representatives and dispatchers. You will own how calls are answered, how jobs are booked, and how the board is run every day in ServiceTitan. You will coach the team, track the numbers, and work closely with our Operations Managers to keep technicians' days full and customers informed.

What you will do:

• Lead, schedule, and coach a team of customer service reps and dispatchers, including weekday and weekend coverage.
• Own daily call center performance: answer rate, booking rate, abandoned calls, hold time, and call quality.
• Manage booking, scheduling, and dispatch in ServiceTitan; keep the dispatch board accurate and up to date.
• Listen to recorded calls, score them, and give regular one-on-one coaching.
• Train new hires on our call scripts, ServiceTitan workflows, and customer service standards.
• Build and maintain call scripts (inbound, outbound, follow-up and membership calls).
• Run outbound campaigns: unsold estimates, membership renewals, maintenance reminders, and follow-up calls.
• Handle escalated customer calls and complaints, and route issues to the right Operations Manager.
• Pull and report on call center KPIs from ServiceTitan weekly for leadership.
• Work with Operations and Marketing on capacity, call volume, and lead tracking.

What you need (required):

• Call center experience — 5+ years working in a call center, contact center, or customer service/dispatch team, including at least 3 year(s) in a supervisor, lead, or manager role.
• ServiceTitan experience — hands-on, day-to-day use of ServiceTitan, including booking calls, managing the dispatch board, and running reports.
• Proven ability to coach and hold a team accountable to call and booking metrics.
• Strong phone presence and clear written communication.
• Comfortable with computers, multiple screens, and phone systems.
• Available to work on-site at our Novato location, with flexibility for occasional early, late, or weekend coverage.

Compensation: $32.00 - $35.00 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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