Customer Service Manager
SERVPRO Team Wall 9695
Job Description
Job DescriptionJob DescriptionSERVPRO 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 CoordinatorsAssist with hiring, onboarding, and ongoing training & performance managementBuild a high-accountability, high-performance cultureDrive Revenue & Customer Experience
Ensure every call delivers exceptional service and maximizes lead conversionCoach team using call reviews and performance dataHandle escalations and turn problems into long-term improvementsRun Scheduling & Dispatch Operations
Oversee daily scheduling and dispatch across multiple locationsManage on-call, weekend, and after-hours coverageLead after-hours operations, including direct oversight of our overseas third-party support teamImprove Performance
Track KPIs, scorecards, and team metricsIdentify gaps and drive improvements in speed, conversion, and efficiencyEnsure SOP consistency across all shifts and locations
What Were Looking For:
35+ years leading a customer service, dispatch, or operations teamProven success in coaching teams and improving performanceExperience managing after-hours and/or overseas support teamsStrong problem-solving and customer escalation experienceComfortable with CRM systems, call platforms, and ExcelBonus
Restoration, construction, or home services experienceBackground in multi-location scheduling/dispatch environmentsExperience improving revenue capture or conversion metrics
Why This Role Matters:
This isnt just a customer service jobthis team directly impacts revenue and customer trust at critical moments. Youll have the opportunity to help build a stronger team, improve systems, and make a real difference for customers when they need help most.
Benefits:
401k +matchingMedical/Dental/VisionGenerous PTO policyTraining & Development