Customer Service Manager

Do you get a bigger thrill out of hearing your team book the call than taking it yourself?

Do you believe the best customer service is getting someone help today, not next week?

Ready to lead a phone team inside a 27-year, family-owned company that plays to win the day, every day?

If those questions resonate, we should talk. Home services experience is a plus, but not required. If you've led a team that books or sells over the phone, and your people would tell you that you made them better, keep reading.

The Opportunity:

Our Customer Service team is the first voice every customer hears. From one room in Des Moines, they answer calls for our Iowa, Omaha and Utah markets and turn those conversations into the appointments our technicians run every day. That voice is a big reason Golden Rule has earned a 4.8 rating across more than 9,200 reviews.

We win the day through our three-day call board. When the board is full, customers get help fast and our technicians stay busy. This role is the coach who makes that happen.

The role has grown since we last hired for it. Avoca AI now answers part of our call volume, and ServiceTitan runs the full service lifecycle. That frees this leader to focus on what matters most: coaching people, filling the board and protecting Five-Star Service on every call.

What You'll Own:

• Leadership of a team of 5–10 Customer Service Representatives handling calls for three markets
• The three-day call board and our ability to win the day, in partnership with marketing, dispatch, and the rest of the leadership team
• Booking performance, including booking rate, same-day booking and cancellations
• The five-star customer experience on every call, and the recovery when a customer feels we fell short
• The growth of your people, so every CSR is better than they were the day before

What You'll Do:

• Live, breathe, and uphold our R.U.L.E.S.: Respect, Understanding, Loyalty, Expertise, Serve
• Coach on the floor in real time, giving CSRs one specific thing to apply on their very next call
• Teach your team to confidently book customers for today, offering later dates only when a customer truly needs one
• Act fast when the board is short, partnering with marketing on outbound calls or quick campaigns and coaching your team through them
• Review calls and hold weekly one-on-ones focused on each CSR's development
• Step in on escalated calls and upset customers, de-escalate with sincerity and follow every issue through to a fair resolution
• Build team schedules and make sure every shift is covered, seven days a week
• Partner with our AI and marketing team to review AI-handled calls, decide which calls Avoca AI books and which go to a person, and coach your team to work alongside it
• Keep the room positive, energetic, and fun, a place people want to come to work

Who You Are:

We're looking for three things above all else:

• A coach first. You lead by listening, not by watching. You'd rather walk over and help someone nail the next call than wait for a review. Your team would say you made them better.
• A sales manager's head with a customer service heart. You know an open slot on today's board is a customer who could have been helped and a technician left waiting. You drive urgency without ever making a customer feel pushed.
• Calm under pressure. When a customer is upset, you listen first, stay sincere, and find a resolution that's fair to them and to us.

You get frustrated when…

• An open slot on today's board sits empty
• A customer gets pushed to next Tuesday because no one asked about today
• A CSR gets feedback two weeks after the call that mattered

Must-haves:

• 3+ years leading a phone-based team of 5 or more that books or sells, such as an inside sales team, a dealership BDC or an appointment-setting team
• Comfortable with outbound calling and coaching others through it
• Comfortable with technology, including phone systems, CRM tools and call data
• Available for a short weekend check-in and for weekend work during busy seasons

Nice-to-haves:

• Home services experience, or familiarity with ServiceTitan
• Experience with AI voice or call-automation tools
• Experience leading a team that serves multiple markets

You'll fit this seat well if you are:

• A culture builder who wants to strengthen a family-owned team, not bring in corporate red tape
• Patient enough to earn authority and trust over time

Compensation & Benefits:

• Base salary: $80,000–$110,000, depending on experience
• Performance bonus tied to how well your department performs
• Full benefits: medical, dental, vision, and life insurance
• 401(k) with 3% company match
• Paid time off and paid holidays
• A family. This is last on the list because it is most important. You'll come to love our company outings, and you'll build lifelong friendships at Golden Rule.

Our Hiring Process:

We respect your time. Because this is a leadership seat, our process is thorough, but it's built to be efficient for working professionals:

• Step 1: Submit your application (5 minutes or less)
• Step 2: First-round interview with our recruiter
• Step 3: Second-round in-person interview
• Step 4: Spend time in our customer service room, so you can confirm this is the right opportunity for you

Our Promise to You:

• A team that lives the R.U.L.E.S.: Respect, Understanding, Loyalty, Expertise, Serve
• Leadership that has your back and wants you to succeed
• Real authority to lead, coach, and build, with trust earned over time, not micromanagement
• No private equity, no corporate red tape. We are a family-owned, operator-led business
• A culture that's not afraid to try something new, even when it doesn't work the first time

Who We Are:

Golden Rule Plumbing, Heating, Cooling & Electrical is one of the fastest-growing family-owned home services companies in the Midwest. We operate three locations across Iowa, Nebraska and Utah under the Legacy 13:22 family of companies, which also includes Cornerstone Roofing & Exteriors and our shared-services entity, Golden Rule Services. We've served our communities for over 27 years on one simple philosophy: treat people the way you want to be treated.

Apply Today:

If this sounds like you, let's talk. Submit your application, and we'll be in touch within 48 hours.