Customer Service Manager

Customer Service Manager

Responsive recruiter SERVPRO Team Wall (former Franchise of the Year) is looking for our next great leader! We're hiring a Customer Service Manager to lead our Intake Team—the front line of our business and a key driver of revenue, customer experience, and operational success. If you're a people-first leader who knows how to coach teams, improve performance, and maximize every customer opportunity, this role is for you.

What You'll 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

What We're Looking For:

• 3–5+ 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

Why This Role Matters:

This isn't just a customer service job—this team directly impacts revenue and customer trust at critical moments. You'll 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 +matching
• Medical/Dental/Vision
• Generous PTO policy
• Training & Development

Compensation: $70,000.00 - $85,000.00 per year

Picture yourself here fulfilling your potential.

At SERVPRO®, you can make a positive difference in people's lives each and every day! We're seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.