Job title: Call Center Manager in Charlotte, NC at Dilling Heating, Cooling, Plumbing & Electrical Company: Dilling Heating, Cooling, Plumbing & Electrical Job description : Overview: We are seeking a dynamic and results-driven Customer Service Manager to lead our call center team in delivering exceptional customer experiences while driving key performance and revenue goals. This role is ideal for a strategic thinker who combines a people-first mindset with strong analytical and leadership skills. As the Customer Service Manager, you will oversee daily call center operations, manage a team of on-site and remote Customer Service Representatives (CSRs), and implement innovative processes to enhance service quality, efficiency, and customer satisfaction. You will play a key role in both customer service excellence and revenue-generating activities, including appointment setting and membership sales. What’s in it for YOU: Medical, Dental, Vision Insurance Health Savings Account Short- and Long-term Disability Options Company Paid Life Insurance PTO including vacation, sick and holiday Matching 401(k) (4%) & ROTH IRA On-Going Training & Development Plus Growth Opportunities What YOU will do: Manage daily operations of the call center to ensure effective and efficient service delivery. Lead, train, coach, and mentor a team of CSRs to consistently meet or exceed performance metrics including average speed to answer, service levels, abandon rates, and customer satisfaction scores. Drive revenue growth through performance management in appointment setting, overcoming objections, and promoting membership plans. Analyze trends, call flows, and CSR performance data to identify opportunities for process improvements and implement solutions. Foster a culture of continuous improvement and learning through regular training, coaching, and performance reviews. Resolve escalated customer concerns in a professional and timely manner. Identify staffing needs, recruit, hire, and onboard new team members aligned with the company’s goals. Ensure achievement of customer experience benchmarks, including a minimum rating of “C” or better on the Customer Experience Scorecard. Collaborate cross-functionally to align call center strategies with broader business objectives. What YOU will bring: Minimum 5 years of experience in a call center environment, with at least 2 years in a supervisory or management role. Strong leadership, coaching, and team-building abilities. Excellent verbal and written communication skills. Proven ability to handle escalations, overcome objections, and multitask in a fast-paced environment. Demonstrated experience in analyzing data and making strategic decisions based on insights. Passion for customer service and a desire to develop and grow both yourself and your team. Ability to work independently and collaboratively across diverse teams. Join us and help lead a customer-focused, high-performing team that’s committed to delivering excellent service and driving meaningful business results. Expected salary : Location : Charlotte, NC Apply for the job now! Apply for this job