Call Center Manager

Top Notch Garage Door is a residential garage door company based in Flowery Branch, Georgia, serving homeowners across Metro Atlanta and North Georgia. We install, repair, and maintain garage doors and openers, including new door installation and replacement, opener installation and upgrades, spring, cable, roller, and hardware repair, and preventative maintenance and tune ups. Our customers count on us for a safe, reliable garage door, and our team takes pride in doing the work right the first time.

Top Notch Garage Door is part of US Dock & Door, a growing family of dock, door, and garage door service companies. Together with our sister company, Top Notch Dock & Door, which serves commercial and industrial customers, we offer the stability and resources of a larger organization with the close knit, hands on culture of a local business. We are growing, and we are looking for people who want to grow with us.

POSITION SUMMARY

The Call Center Manager leads the customer service team and owns the path from inbound call to booked, scheduled, and completed job. This role leads, schedules, and develops Customer Service Representatives (CSRs), owns the daily dispatch board, and coaches the team on call handling, booking rates, estimates, and follow up so that more calls and leads turn into revenue.

This is a results driven leadership role. Success requires experience leading a call center or CSR team, comfort with service management, scheduling, and dispatch software, the discipline to manage to clear metrics, and a track record of hitting customer satisfaction targets. Performance in this role is measured against a defined scorecard.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential functions include but are not limited to the following:

• Lead, schedule, and develop the CSR team, including daily staffing, shift and lunch coverage, and backup coverage so that inbound calls are answered during business hours.
• Own the daily dispatch board, assigning and adjusting jobs based on technician skill set, geography, job priority, and parts availability to maximize booked and completed work.
• Coach CSRs on call handling, including greeting, needs discovery, objection handling, and asking for the booking on every call.
• Own call booking rate, answer rate, abandoned call rate, and lead conversion, and set individual and team targets for each.
• Manage lead intake and follow up from all sources, including phone, web forms, online booking, and marketing campaigns, and ensure every lead is contacted promptly and tracked to an outcome.
• Oversee estimate follow up so that open estimates and unsold opportunities are worked consistently and converted to booked jobs.
• Develop and maintain call scripts, booking standards, and follow up cadences, and keep them current as services, pricing, and promotions change.
• Listen to recorded calls and conduct regular call reviews with each CSR, providing specific feedback and documenting coaching.
• Build and run reports in ServiceTitan or similar software on booking rate, lead source, conversion, call volume, and CSR performance.
• Report call center results, trends, and action plans to leadership on a weekly basis.
• Monitor customer satisfaction and online reviews, own customer escalations through resolution, and identify process issues behind complaints.
• Address underperformance promptly and directly, and partner with Human Resources on performance improvement plans and corrective action.
• Perform other duties as assigned in support of customer service and service operations.

SKILLS

• Proficiency with service management, scheduling, and dispatch software (ServiceTitan a plus), including building and interpreting reports.
• Working knowledge of call center metrics, including booking rate, answer rate, abandoned calls, average handle time, lead conversion, and customer satisfaction.
• Ability to coach CSRs on phone skills, booking, and estimate follow up through call reviews and side by side coaching.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Familiarity with residential garage door services (springs, cables, openers, and door replacement) preferred.
• Strong verbal and written communication skills with customers, technicians, and leadership.
• Ability to manage a high volume of calls, leads, and schedule changes without losing accuracy.

KEY ATTRIBUTES FOR SUCCESS

• Results orientation. Measures success by booking rate, conversion, and customer satisfaction, not activity.
• Coaching mindset. Develops people through regular feedback, call reviews, and clear expectations.
• Accountability. Sets standards, follows up consistently, and addresses problems before they become patterns.
• Composure. Stays organized and professional when call volume spikes, schedules change, and customers escalate.
• Customer focus. Treats every call as a customer relationship and a revenue opportunity.
• Team orientation. Works closely with technicians, sales, purchasing, warehouse, and HR rather than in isolation.

QUALIFICATIONS / REQUIREMENTS

• High school diploma or equivalent required. Associate or bachelor's degree in business or a related field preferred.
• Two or more years of experience leading a call center, customer service team, or CSR team.
• Track record of hitting customer satisfaction targets, with specific results the candidate can speak to.
• Experience with service management, scheduling, and dispatch software. ServiceTitan experience a plus.
• Experience managing call booking, lead follow up, or inside sales metrics preferred.
• Experience in residential home services (garage door, HVAC, plumbing, electrical, or similar) preferred.
• Must successfully complete a pre employment background check and drug screen.
• Valid Driver's License required.

PHYSICAL REQUIREMENTS

• This is primarily a sedentary role performed in an office environment.
• Regularly required to sit, use hands and fingers to operate a computer and telephone, and talk and hear for extended periods.
• Frequently required to view a computer screen and multiple monitors for extended periods.
• Occasionally required to stand, walk, reach, stoop, or kneel.
• Occasionally required to lift and move up to twenty pounds.

WORK ENVIRONMENT

• Work is performed in an office setting located within a service, warehouse, and shop facility.
• Noise level is generally moderate, with occasional exposure to shop and warehouse noise when entering adjacent work areas.
• Appropriate personal protective equipment is required when entering shop, warehouse, or job site areas.
• Standard schedule is Monday through Friday, with occasional extended hours based on call volume and business need.

EQUAL EMPLOYMENT OPPORTUNITY

The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

ADA / REASONABLE ACCOMMODATION

The Company will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the position, unless doing so would create an undue hardship. Applicants and employees who require an accommodation should contact Human Resources.

DISCLAIMER

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee, and duties, responsibilities, and activities may change at any time with or without notice.

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• managing a call center, customer service team, or CSR team: 2 years (Required)
• managing call booking, lead follow up, or inside sales : 2 years (Preferred)
• residential home services: 2 years (Preferred)

License/Certification:

• driver's license (Required)

Work Location: In person