Job Description

Call Center Leader

Here's the honest pitch: we're a growing home service company, and the call center is one of the most important seats in the building. We're looking for a leader who knows how to take a team that cares about doing good work and help them perform at the next level.

If that sounds like the kind of role you've been waiting for, keep reading.

What You'll Actually Do

Forget the standard job description bullets. Here's the real shape of the role:

• Lead, coach, and inspire a team of CSRs to consistently hit booking, conversion, and sales targets. The numbers matter, and you'll be the one driving the team toward them.
• Build the culture. The call center is the front door of our business. Customers form their first impression of us on a phone call, and your team sets that tone every day. You'll build a culture of ownership, urgency, and real customer care.
• Coach for excellence. Monitor calls, give feedback, run training, and develop your team. The CSRs who report to you should be measurably better six months after you start than they are today.
• Drive inbound and outbound strategy. Build the playbooks, refine the scripts, evolve the booking process, and find new ways to convert more calls into booked appointments.
• Partner across the company. The call center doesn't work in a vacuum. You'll partner closely with our Service Managers, dispatch team, and marketing to make sure leads, bookings, and customer experience all align.
• Solve problems fast. Customer issues, staffing gaps, workflow breakdowns, scheduling crunches. You'll be the one keeping the wheels on while also fixing the road.
• Tell the story with data. You'll know your KPIs cold, present them to leadership regularly, and translate the numbers into a clear narrative of what's working, what's not, and what's changing.
• Plan ahead. Anticipate seasonal spikes, demand surges, and staffing needs so the team is set up to win, not scrambling to keep up.

Who You Are

We're looking for a specific kind of leader. If most of this sounds like you, we should talk:

• You've led a team before — and you loved it. Minimum 3 years in a Call Center leadership role or high-volume customer service environment. You know what it takes to get the most out of a team day after day.
• You've got a track record of results. You can point to specific numbers that got better because you were in the seat — booking rates, conversion rates, abandon rates, customer satisfaction. Whatever it was, you moved it.
• You build people. You see coaching as one of the most important parts of the job, not a chore. If your CSRs say they grew because of you, you've done it right.
• You're a self-starter with a 'figure it out' attitude. You're comfortable in the gray, you don't wait around for someone to hand you a playbook, and you move fast when something needs solving.
• You communicate well — with everyone. You can connect with a frustrated customer, coach a struggling CSR, and present a performance report to leadership with equal confidence.
• You're organized and detail-oriented. You can juggle multiple priorities in a fast-paced environment without dropping the ball.
• You're tech-savvy. Comfortable with Microsoft Office and CRM/call center systems. Bonus if you've worked in ServiceTitan and AI.

What You Get

• $80,000–$110,000 DOE.
• Top performers here are among the highest paid in Mohave County.
• Company-paid health insurance and short-term disability.
• Voluntary dental, vision, life insurance, supplemental life, and long-term disability.
• 401(k) plan with company match.
• Paid time off and paid holidays.
• Ongoing training and development.
• A family-oriented culture where we support one another, celebrate wins, and have fun along the way.
• Lake Havasu City living — boating, sunshine, no traffic, and a real community.

Equal Opportunity Employer/E-Verify Employer

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