Customer Service Manager

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    "datePosted": "2026-06-18T04:00:00.000Z",
    "description": "<h2>Overview</h2>\n<p><strong>Call Center Manager </strong></p>\n<p>Location: Boxborough, MA </p>\n<p> </p>\n<p>Join the Heritage Legacy — Lead with Purpose!</p>\n<p> </p>\n<p>At <strong>Heritage Home Service</strong>, we believe that outstanding customer experiences start with empowered teams and strong leadership. We’re looking for a <strong>Call Center Manager </strong>who thrives in a fast-paced environment, inspires performance, and is passionate about developing people and driving results.</p>\n<p> </p>\n<p>If you’re a strategic leader who combines operational excellence with a people-first mindset — this is your opportunity to make a meaningful impact.</p>\n<p> </p>\n<p><strong>What You’ll Do</strong></p>\n<p>As our Call Center Manager, you will lead the daily operations and performance of a dynamic customer service team while continuously improving processes and results.</p>\n<p> </p>\n<p><strong>Leadership & Team Development</strong></p>\n<ul>\n <li>Lead, coach, and develop a team of 10+ customer service representatives</li>\n <li>Conduct regular 1:1 coaching sessions, performance reviews, and development planning</li>\n <li>Build a culture of accountability, engagement, and continuous improvement</li>\n <li>Motivate teams to achieve and exceed key performance metrics</li>\n</ul>\n<p> </p>\n<p><strong>Performance & Operations Management</strong></p>\n<ul>\n <li>Monitor and analyze KPIs, call metrics, and performance reports to drive results</li>\n <li>Conduct call reviews and provide actionable feedback to enhance service quality</li>\n <li>Oversee scheduling, staffing, and daily operational workflows</li>\n <li>Identify trends and implement process improvements to increase efficiency and customer satisfaction</li>\n</ul>\n<p> </p>\n<p><strong>Cross-Functional Collaboration & Customer Experience</strong></p>\n<ul>\n <li>Partner with internal departments to ensure seamless operations</li>\n <li>Handle and resolve escalated customer concerns with professionalism and urgency</li>\n <li>Communicate updates, initiatives, and expectations clearly across the team</li>\n <li>Lead team meetings that inform, align, and inspire</li>\n</ul>\n<p> </p>\n<p><strong>What You Bring</strong></p>\n<ul>\n <li>3+ years of leadership experience in a call center or customer service environment</li>\n <li>5+ years total experience in customer service, call center, or dispatch roles</li>\n <li>Proven ability to manage, coach, and scale teams of 8+ employees</li>\n <li>Strong analytical mindset with experience using data and reporting tools to drive performance</li>\n <li>Excellent communication, problem-solving, and decision-making skills</li>\n <li>Ability to thrive in a fast-paced, evolving environment</li>\n <li>Highly organized with strong time management and prioritization skills</li>\n <li>Flexible and adaptable to business needs</li>\n</ul>\n<p> </p>\n<p><strong>Benefits & Perks:</strong></p>\n<ul>\n <li>Company-paid Medical, Dental, and Vision Insurance</li>\n <li>401(K) with company matching</li>\n <li>Paid Time Off and Holiday Plan</li>\n <li>Company-provided Life & Disability Insurance</li>\n</ul>\n<p> </p>\n<p><strong>Compensation:</strong> $90,000 – $120,000 annually (based on experience & bonus potential)</p>\n<p> </p>\n<p>Apply Today!</p>\n<p>At Heritage, you’ll join a company that values leadership, invests in its people, and is committed to redefining customer care in the home services industry. </p>\n<h2>Posted Min Pay Rate</h2>USD $90,000.00/Yr.\n<h2>Posted Max Pay Rate</h2>USD $120,000.00/Yr.",
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