Call Center Manager

Benefits:

• Health insurance
• Paid time off
• Parental leave
• Profit sharing
• Vision insurance
• 401(k)
• 401(k) matching
• Dental insurance

Call Center Manager

Benjamin Franklin Plumbing - Novato, CA

Full-time · Non-exempt hourly · On-site

Pay: $32 - $35 per hour

Benefits: medical, dental, vision, paid time off, paid sick leave, 401(k)

About us

Benjamin Franklin Plumbing is "The Punctual Plumber." We are a locally owned residential plumbing company serving the Bay Area from our San Jose and Novato locations. Our call center is the first voice our customers hear, and it sets the tone for every job we run. We are looking for a hands-on leader to run that team.

About the role

The Call Center Manager leads our customer service representatives and dispatchers. You will own how calls are answered, how jobs are booked, and how the board is run every day in ServiceTitan. You will coach the team, track the numbers, and work closely with our Operations Managers to keep technicians' days full and customers informed.

What you will do

• Lead, schedule, and coach a team of customer service reps and dispatchers, including weekday and weekend coverage.
• Own daily call center performance: answer rate, booking rate, abandoned calls, hold time, and call quality.
• Manage booking, scheduling, and dispatch in ServiceTitan; keep the dispatch board accurate and up to date.
• Listen to recorded calls, score them, and give regular one-on-one coaching.
• Train new hires on our call scripts, ServiceTitan workflows, and customer service standards.
• Build and maintain call scripts (inbound, outbound, follow-up and membership calls).
• Run outbound campaigns: unsold estimates, membership renewals, maintenance reminders, and follow-up calls.
• Handle escalated customer calls and complaints, and route issues to the right Operations Manager.
• Pull and report on call center KPIs from ServiceTitan weekly for leadership.
• Work with Operations and Marketing on capacity, call volume, and lead tracking.

What you need (required)

• Call center experience - 5+ years working in a call center, contact center, or customer service/dispatch team, including at least [3] year(s) in a supervisor, lead, or manager role.
• ServiceTitan experience - hands-on, day-to-day use of ServiceTitan, including booking calls, managing the dispatch board, and running reports.
• Proven ability to coach and hold a team accountable to call and booking metrics.
• Strong phone presence and clear written communication.
• Comfortable with computers, multiple screens, and phone systems.
• Available to work on-site at our Novato location, with flexibility for occasional early, late, or weekend coverage.

Nice to have

• Experience in home services (plumbing, HVAC, electrical, restoration) or another trades business.
• Experience with membership or service-agreement programs.
• ServiceTitan reporting, dashboards, or admin-level setup.
• Bilingual English/Spanish.

Compensation: $32.00 - $35.00 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Join the Benjamin Franklin Plumbing Team!

We want to make joining our team as easy as possible. Our team members are the most valuable assets in our organization. It's true, our employees come first! How do we prove it? First things first.

• Pay- We believe the best performers deserve the best pay. That's why we want to pay YOU the best competitive rate.

• Flexibility- We want YOU to have time for the most important things in your life. Our scheduling is flexible. Find out how we do it.

• Career Path- We offer you an unlimited future with our world class training programs. Our training programs include Technical Training, Virtual technical training, communications, sales, and more! If you are serious about your career and want to learn from the best in the industry apply today!

So, if you have a great attitude and a strong work ethic, and are someone who takes pride in the work you do, then we want to hear from you!

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.