Call Center Manager - Home Services at Brody Pennell

$75,000 - $90,000/year | MondayFriday, 7 AM4 PM | Los Angeles, CA (90034)

Lead the Call Center Behind a Busy Home Services Operation

Brody Pennell is hiring a Call Center Manager to lead our call center in Los Angeles, including our Customer Service Representatives and Dispatchers. You'll run the hub that keeps our plumbing and electrical technicians busy and our customers happy, owning booking, lead follow-up, and the customer experience from the first call to the completed job.

If you're a hands-on leader who loves coaching a team, knows your numbers, and gets energy from a busy phone line and a full schedule, we'd love to talk with you.

What You'll Do

• Lead, coach, and develop our Customer Service Representatives and Dispatchers, including hiring, training, scheduling, and performance reviews

• Own booking performance, with a goal of a 95%+ booking rate on qualified service calls

• Partner with Dispatch to keep a full multi-day schedule, balance technician capacity across our plumbing and electrical departments, and maximize same-day service

• Make sure every lead gets fast follow-up, from phone, web, chat, Google, Yelp, Podium, Angi, and referrals

• Review unbooked calls daily and lead appointment recovery and outbound campaigns (unsold estimates, memberships, maintenance, aging equipment)

• Handle customer escalations and step in on calls when the team needs support

• Use ServiceTitan to manage scheduling, call recordings, KPIs, and lead tracking, and report on team performance daily, weekly, and monthly

• Calculate CSR and Dispatcher incentives and keep the team compliant with California labor rules (meal and rest breaks, wage and hour)

What We're Looking For

• 3+ years leading a call center or customer service team

• Home services experience (plumbing, electrical, HVAC) and ServiceTitan strongly preferred

• Experience managing booking, scheduling, and performance metrics like booking rate, abandonment rate, and speed to answer

• A coach at heart, with strong communication and conflict resolution skills

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

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

Schedule

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

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

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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