Customer Service Manager

Job Description

Job Description

SERVPRO Team Wall (former Franchise of the Year) is looking for our next great leader!

Were hiring a Customer Service Manager to lead our Intake Teamthe front line of our business and a key driver of revenue, customer experience, and operational success.

If youre a people-first leader who knows how to coach teams, improve performance, and maximize every customer opportunity, this role is for you.

What Youll Own:
Lead & Develop the Team

• Manage, coach, and grow a team of Intake Coordinators
• Assist with hiring, onboarding, and ongoing training & performance management
• Build a high-accountability, high-performance culture

Drive Revenue & Customer Experience

• Ensure every call delivers exceptional service and maximizes lead conversion
• Coach team using call reviews and performance data
• Handle escalations and turn problems into long-term improvements

Run Scheduling & Dispatch Operations

• Oversee daily scheduling and dispatch across multiple locations
• Manage on-call, weekend, and after-hours coverage
• Lead after-hours operations, including direct oversight of our overseas third-party support team

Improve Performance

• Track KPIs, scorecards, and team metrics
• Identify gaps and drive improvements in speed, conversion, and efficiency
• Ensure SOP consistency across all shifts and locations

• 35+ years leading a customer service, dispatch, or operations team
• Proven success in coaching teams and improving performance
• Experience managing after-hours and/or overseas support teams
• Strong problem-solving and customer escalation experience
• Comfortable with CRM systems, call platforms, and Excel

Bonus

• Restoration, construction, or home services experience
• Background in multi-location scheduling/dispatch environments
• Experience improving revenue capture or conversion metrics

• 401k +matching
• Medical/Dental/Vision
• Generous PTO policy
• Training & Development