Call Center Manager at Brody Pennell

Brody Pennell Los Angeles, CA

About the Role

Brody Pennell is looking for an experienced Call Center Manager to lead our Customer Service and Dispatch teams in Los Angeles. You'll own the daily operations of our call center, ensuring every customer gets an exceptional experience while maximizing booking efficiency, technician productivity, and revenue opportunities across our plumbing and electrical departments.

This role is ideal for a strong, hands-on leader with home services experience who thrives in a fast-paced environment and is passionate about coaching teams to deliver outstanding customer service.

Compensation & Schedule

• $75,000 - $90,000 per year

• Monday through Friday, 7:00 AM to 4:00 PM, with the occasional weekend

• On-site at our Los Angeles office (90034)

Duties & Responsibilities

• Lead, coach, and oversee the daily operations of all Customer Service Representatives (CSRs) and Dispatchers, ensuring exceptional customer service, scheduling accuracy, and operational efficiency.

• Monitor inbound calls from customers, vendors, and partners, and support the team with escalated calls, scheduling, call routing, and customer inquiries.

• Serve as the primary point of contact for customer concerns and service escalations, resolving issues professionally.

• Partner with Dispatch to schedule plumbing and electrical technicians efficiently, optimize routes, and maximize same-day service opportunities.

• Recruit, onboard, train, mentor, and develop CSRs and Dispatchers.

• Manage inbound leads from Google, Yelp, Podium, Angi, HomeAdvisor, social media, website inquiries, chat platforms, and referral programs, making sure every lead gets prompt follow-up.

• Review all unbooked calls daily and lead appointment recovery efforts.

• Drive outbound calling campaigns for maintenance customers, unsold estimates, membership renewals, aging equipment, deferred repairs, and seasonal promotions.

• Keep a consistently full multi-day schedule by balancing technician capacity across plumbing and electrical departments.

• Use ServiceTitan to schedule appointments, review call recordings and KPIs, track lead conversion, and keep marketing source tracking accurate.

• Respond promptly and professionally to customer emails, chats, texts, and website inquiries.

• Monitor KPIs including booking rate, abandonment rate, response time, average speed to answer, outbound conversion, and customer satisfaction, and hit a minimum 95% booking rate on qualified service calls.

• Prepare daily, weekly, and monthly reports on call center metrics, booking performance, staffing, and productivity.

• Partner with the Director of Operations and department managers on staffing, strategic initiatives, and process improvement.

• Build and manage CSR and Dispatcher schedules, including evenings, weekends, holidays, and on-call rotations as needed.

• Coach regularly, document performance, run performance evaluations, and build growth plans for team members.

• Calculate performance-based incentives and commissions for CSRs and Dispatchers each pay period.

• Ensure compliance with California labor laws, including meal periods, rest breaks, attendance, and wage and hour requirements.

• Build a positive, accountable, high-performance team culture centered on customer satisfaction and continuous improvement.

What We're Looking For

• 5+ years of call center leadership experience in plumbing, electrical, HVAC, or other residential home services required

• Strong working knowledge of ServiceTitan or a similar field service management platform

• Proven experience managing dispatch, scheduling, customer service, and performance metrics

• Excellent leadership, communication, conflict resolution, and coaching skills

• Comfortable using data and reports to spot trends and drive measurable improvements

• Calm, solution-oriented, and highly organized when juggling multiple priorities

• Proficient in Microsoft Office and CRM software

Benefits

• Health, dental, and vision insurance

• Life and disability insurance

• 401(k) plan

• Paid time off

• Tuition assistance

• Ongoing training and career development opportunities

If you're a proven call center leader who loves building great teams and delivering a customer-first experience, we'd love to hear from you!

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