Customer Service Manager

Job description

Responsive recruiter SERVPRO Team Wall (former Franchise of the Year) is looking for our next great leader! We’re hiring a Customer Service Manager to lead our Intake Team—the front line of our business and a key driver of revenue, customer experience, and operational success. If you’re a people-first leader who knows how to coach teams, improve performance, and maximize every customer opportunity, this role is for you. What You’ll 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 Drive Revenue & Customer Experience: - 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 Run Scheduling & Dispatch Operations: - 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 Improve Performance: - Track KPIs, scorecards, and t...