Position Details
Customer Service Manager Apply
Job Description
Job Description
SERVPRO Team Wall (former Franchise of the Year) is looking for our next great leader!
Were hiring a Customer Service Manager to lead our Intake Teamthe front line of our business and a key driver of revenue, customer experience, and operational success.
If youre a people-first leader who knows how to coach teams, improve performance, and maximize every customer opportunity, this role is for you.
What Youll Own:
Lead & Develop the Team
What Were Looking For:
Why This Role Matters:
This isnt just a customer service jobthis team directly impacts revenue and customer trust at critical moments. Youll have the opportunity to help build a stronger team, improve systems, and make a real difference for customers when they need help most.
Benefits:
Were hiring a Customer Service Manager to lead our Intake Teamthe front line of our business and a key driver of revenue, customer experience, and operational success.
If youre a people-first leader who knows how to coach teams, improve performance, and maximize every customer opportunity, this role is for you.
What Youll Own:
Lead & Develop the Team
- Manage, coach, and grow a team of Intake Coordinators
- Assist with hiring, onboarding, and ongoing training & performance management
- Build a high-accountability, high-performance culture
- Ensure every call delivers exceptional service and maximizes lead conversion
- Coach team using call reviews and performance data
- Handle escalations and turn problems into long-term improvements
- Oversee daily scheduling and dispatch across multiple locations
- Manage on-call, weekend, and after-hours coverage
- Lead after-hours operations, including direct oversight of our overseas third-party support team
- Track KPIs, scorecards, and team metrics
- Identify gaps and drive improvements in speed, conversion, and efficiency
- Ensure SOP consistency across all shifts and locations
What Were Looking For:
- 35+ years leading a customer service, dispatch, or operations team
- Proven success in coaching teams and improving performance
- Experience managing after-hours and/or overseas support teams
- Strong problem-solving and customer escalation experience
- Comfortable with CRM systems, call platforms, and Excel
- Restoration, construction, or home services experience
- Background in multi-location scheduling/dispatch environments
- Experience improving revenue capture or conversion metrics
Why This Role Matters:
This isnt just a customer service jobthis team directly impacts revenue and customer trust at critical moments. Youll have the opportunity to help build a stronger team, improve systems, and make a real difference for customers when they need help most.
Benefits:
- 401k +matching
- Medical/Dental/Vision
- Generous PTO policy
- Training & Development
