Call Center Manager

ð Who We Are

At Seaside Plumbing, we’re not just answering phones and fixing plumbing—we’re restoring peace, uplifting lives, and raising the standard of what service in the trades looks like.

We believe:

• Every great customer experience starts before a technician ever arrives
• People deserve to feel heard, cared for, and confident that help is on the way
• Great teams need great coaching, clear expectations, and strong leadership
• Data matters—but the people behind the numbers matter too
• Leadership means developing people, not simply managing their performance

We’ve built a company where people grow, customers trust us, and the bar is set high.

ï¸ Let’s Be Clear (Read This First)

This is not for everyone.

This is not a sit-behind-a-desk-and-watch-the-numbers management role.

This is a high-accountability leadership role where:

• Customer experience matters
• Performance matters
• Communication matters
• Coaching matters
• Accountability matters

You’ll lead the people responsible for creating some of thefirst and most important interactions our customers have with Seasideand coordinating what happens next.

When your team wins, you should know why. When they’re struggling, you should have a plan to help them get better.

If you avoid difficult conversations, struggle to hold people accountable, or aren’t willing to coach from the front—this probably isn’t the role for you.

ðWe are where the best come to become elite.

ð What You’ll Do

As theCall Center Manager, you will lead the performance, development, and day-to-day operations of ourCustomer Service and Dispatch teams.

You will:

• Lead, coach, develop, and hold accountable ourCustomer Service Representatives and Dispatchers
• Establish clear expectations, KPIs, and consistent coaching rhythms for both teams
• Monitor calls, booking, dispatch, and other performance metrics to identify opportunities for improvement
• Develop CSRs in customer communication, booking, de-escalation, and delivering an exceptional customer experience
• Develop Dispatchers in prioritization, communication, decision-making, and effective management of the daily service board
• Ensure strong communication and handoffs betweenCustomer Service, Dispatch, Service Managers, and our field teams
• Oversee staffing and scheduling to meet call volume, technician capacity, and seasonal business needs
• Continuously improve thepeople, processes, technology, and trainingthat drive Call Center and Dispatch performance
  
  

ðª What Success Looks Like Here

• Your CSRs and Dispatchers know what’s expected of them and receive consistent coaching
• Booking, conversion, dispatch, and operational performance are measured and improving
• CSRs communicate with confidence, empathy, urgency, and professionalism
• Dispatchers make thoughtful decisions based on customer needs, technician strengths, geography, capacity, and business opportunity
• Communication between the Call Center and field teams is strong and reliable
• Customer escalations are handled effectively and recurring problems are addressed
• Your people are more capable, confident, and accountable because of your leadership
  
  

ð§ What Makes This Role Different

This isn’t just about managing phones.

And it isn’t just about managing a dispatch board.

The Call Center sits at the intersection ofcustomer experience, sales, field operations, capacity, communication, and revenue.

Your CSRs turn a homeowner’s need into an opportunity for Seaside to serve them. Your Dispatchers help make sure we deliver on that promise by coordinating our people and resources effectively.

You are responsible for developing both.

We invest heavily in coaching, technology, training, communication, and continuous improvement because we believe great performance comes from building great people and strong systems.

ðGreat call centers don’t happen by accident. Great leaders build them.

ð° Compensation & Benefits

We believe great people deserve to be taken care of.

• Competitive salary:$55,000–$75,000, based on experience and qualifications
• 100% paid health, dental, and vision insurance foryou AND your family
• $15,000 company-paid life insurance with upgrade options
• 401(k) with 4% company match
• Company profit sharing
• Paid vacation, sick time, and holidays
• NO emergency on-call
• Ongoing paid training and professional development

ðVery few companies offer what we offer. We mean that.

𧩠Who This Is For

This role could be a great fit if you:

• Are a strongpeople leader and coachwho knows how to develop different personalities
• Are comfortable setting expectations, measuring performance, and holding people accountable
• Understand that great customer service and strong sales performance can—and should—work together
• Can develop bothCSRs and Dispatcherswhile creating one cohesive team
• Use data and KPIs to identify problems and make better decisions
• Communicate exceptionally well and can navigate difficult conversations
• Thrive in a fast-moving environment where priorities can change quickly
  
  

ð¯ What You Bring

Ideally, you have:

• 4+ years of leadership or management experiencein a call center, customer service, dispatch, inside sales, or similar environment
• A demonstrated history of improving individual and team performance
• Strong customer service, sales, coaching, and de-escalation skills
• Experience working with KPIs, scorecards, call reviews, or other measurable performance tools
• Strong organizational, communication, and problem-solving skills
• Comfort using CRM systems, business technology, and performance reporting
• The flexibility to support the operation outside normal hours or on occasional weekends when needed

­ Nice to Haves

Not required, but they’ll help you hit the ground running:

• Experience withServiceTitan and/or DispatchPro is strongly preferred
• Experience withMicrosoft Excel
• Experience with call center phone systems, call recording, dashboards, or similar technology
• Experience using call center data to coach employees and improve performance
• Previous experience inhome services or the skilled trades
  
  

ð« Who This Is NOT For

This is NOT a fit if you:

• Avoid accountability or difficult conversations
• Prefer managing from reports instead of actively coaching your people
• Care about numbers at the expense of the customer experience—or vice versa
• Struggle to stay organized when things get busy
• Blame other departments instead of working across teams to solve problems
• Resist feedback, change, or continuous improvement
• Want the title of manager without the responsibility of leadership
  
  

ð Location

This is anin-person leadership positionoperating out of Bishopville, Maryland.

We serve homeowners across the Eastern Shore of Maryland and Delaware.

ð Our Mission

Bring brightness today.

Unlock the potential of tomorrow.

ð Our Values

These values aren’t just words on a wall—they guide our decisions, shape our culture, and set the standard for how we work together.

Ownership— Take initiative. Own the outcome. Leave it better than you found it.

Empathy— Lead with humanity, care and understanding.

Courage— Embrace discomfort. Do the hard things. Growth follows.

Gratitude— There is always something to be grateful for. Find it. Share it.

Authenticity— Be your weird self and respect that in others. You shine brighter that way.

ð¥ Final Word

There are easier management jobs out there.

But if you’re looking for:

• A team you can genuinely develop
• Clear expectations and measurable goals
• The opportunity to improve systems and processes
• A company that invests in its people
• A leadership role where your work directly impacts customers, employees, and the success of the business

ðThis is where you raise the standard—for your team, your customers, and yourself.

ð© Apply Now

If you’re ready to lead a team wherecustomer experience, performance, accountability, and people development all matter, we’d love to meet you.

Seaside Plumbing is an equal opportunity employer. We are committed to building a team that reflects a wide range of backgrounds, experiences, and perspectives.

I think this is a better standard for your JDs generally:What You'll Do = responsibilities; Success = outcomes; Who This Is For = personality/leadership fit; What You Bring = actual qualifications.That keeps each section from saying the same thing four different ways.