Call Center Manager

Job Description

Job Description

Call Center Manager

Schedule & Compensation

• Work Hours: Monday-Friday (with occasional after-hours support as needed)
• Pay: $68,000-$79,000/year depending on experience

About Reliance Heating and Air Conditioning

Reliance Heating and Air is a proud third-generation, family-owned HVAC company established in 1984. We've built our reputation by earning the trust of Phoenix homeowners and businesses through high-quality work, professionalism, and a commitment to doing things the right way.

We are looking for a Call Center Manager to lead our customer service and dispatch operations. This role is critical to the success of the business, you will be responsible for ensuring calls are handled effectively, schedules stay full, and the team is operating at a high level.

This is not a sit-back-and-observe role. We are looking for someone who can lead from the front, drive performance, hold people accountable, and continuously improve processes.

Why You'll Love Working Here

• Family-Owned, People-First Culture - You're not just a number here. Leadership is hands-on, supportive, and genuinely cares about the team.
• Proven Stability (Since 1984) - Third-generation company with a strong reputation and consistent growth in the Phoenix market.
• Team That Drives Results - Every department is goal-oriented, collaborative, and aligned. You'll always know what success looks like.
• Your Voice Matters - Weekly meetings where ideas are heard and implemented.
• Open Communication - Transparent leadership and a team that supports each other.
• Growth-Focused Environment - We invest in training, leadership development, and continuous improvement.
• Positive, Professional Atmosphere - High standards with a team that takes pride in their work.
• Office Dogs - Our "Champions of Happiness" keep the office energy positive.

What We Offer You

• Health, dental, and vision insurance (United Healthcare)
• Optional add-ons including short-term disability
• 401(k) with an employer contribution of 3% of your plan compensation (eligible after 2 months of employment, fully vested after 2 years)
• 7 paid holidays
• 40 hours of sick time (available after 90 days)
• Paid vacation after 1 year
• Newly remodeled office facility
• Company outings and team-building events

Daily Responsibilities Include

• Lead and oversee CSR and dispatch teams to ensure strong performance and accountability
• Coordinate daily scheduling to keep technicians' boards full and optimized
• Monitor call handling, booking rates, and overall customer experience
• Work closely with dispatch to drive call volume and hit revenue goals
• Review invoices and service activity daily for accuracy and performance tracking
• Handle escalated and difficult customer situations professionally and effectively
• Conduct regular one-on-one meetings with team members to coach, develop, and improve performance
• Create and track key performance metrics (including technician productivity and call conversion)
• Organize and lead weekly team meetings and trainings
• Ensure strong communication between call center, sales, and service departments
• Identify process improvements and implement systems to increase efficiency
• Maximize ServiceTitan usage and train team members on best practices
• Participate in hiring, onboarding, and training of CSRs and dispatchers
• Monitor after-hours customer communication and ensure proper follow-up

Requirements

• 3+ years of experience in a call center, dispatch, or customer service leadership role
• Strong leadership skills with the ability to hold a team accountable
• Experience managing performance metrics and driving results
• Excellent communication and problem-solving skills
• Ability to handle high-pressure situations and difficult customers
• Strong organizational and time management skills

Preferred Qualifications

• HVAC or home services industry experience
• Experience with ServiceTitan or similar CRM/dispatch software
• Experience managing both customer service and dispatch teams

If you're a driven leader who wants to build a high-performing team and make a real impact, apply today!