Customer Service Manager

Overview

The Call Center Manager leads customer service, dispatch, inside sales, and scheduling operations within a high-volume, trade-based call center. This role drives revenue growth, operational excellence, and customer satisfaction while developing strong leaders and partnering with executive leadership to support company-wide goals.

This is an in person role that requires you to travel to our Anthem, AZ location on a daily basis - We will be moving to N 19th Ave Phoenix AZ 85027 by March 2027 at the latest

Key Responsibilities

Lead daily operations across customer service, dispatch, and install coordination teams

Drive booking rates, conversion performance, and customer experience metrics

Develop and execute operational strategies aligned with growth and revenue targets

Coach and develop supervisors and team leads; manage teams of 10–15+ employees

Oversee workforce planning, reporting, and performance management

Optimize CRM and call center technology, including ServiceTitan

Partner with Field Operations, Sales, Marketing, and HR to ensure seamless service delivery

Serve as escalation point for high-impact customer issues

Experience with ai CSR and set-up preferred

Qualifications

Experience managing a $15M+ call center operation

Background in dispatch, customer service, and install coordination in the trades

Experience with a medium to large call center for one of the following: HVAC, electrical, plumbing, sewer

Proven leadership of 7-15 person teams

Strong reporting and performance management skills

Experience with ServiceTitan and Microsoft Office

Expectations

In-office role, Monday–Friday (minimum 8 hours/day)

Hands-on, reliable leader available during team working hours

Benefits

Medical, dental, vision

401(k) with company match

Supportive Team Environment

#PRO

Pay Range

$70,000 — $80,000 USD

About ProSkill Services:

Thousands of people across the North Valley have become ProSkill life-long customers. Our plumbers, electricians and HVAC technicians are highly trained professionals with genuinely good hearts and great personalities. We're located in beautiful Anthem Arizona, just North of Phoenix, and we service the entire Northern part of the Valley. Our AC and heating experts, electricians and plumbers in Anthem cover everything from Scottsdale to Glendale to Surprise. Electrical work, plumbing, heating and air conditioning is our life!

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.

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