Call Center Manager – HVAC & Plumbing (ServiceTitan Required)
On Time Experts | Formerly Hosack Plumbing, Heating & Cooling
Salary: $55,000–$75,000 annually, based on experience
Location: 635 Trade Center Blvd, Chesterfield, MO 63005
Schedule: Full-Time | Monday–Friday | In-Office
Industry: Residential HVAC, Plumbing & Electrical
REQUIRED: Residential Home Services Experience & Service Titan Experience
A New Name. The Same Local Roots. An Exciting Future!
Hosack Plumbing, Heating & Cooling is entering an exciting new chapter as On Time Experts, formerly Hosack Plumbing, Heating & Cooling!
With a refreshed brand, continued investment in our people, and exciting growth ahead, we're looking for an experienced, results-driven Call Center Manager to lead our Customer Service Representative (CSR) and Dispatch teams.
We're not looking for someone to simply manage a call center. We're looking for a leader who knows how to keep dispatch boards full, turn calls into booked appointments, recover unsold opportunities, grow maintenance memberships, and develop a team that consistently delivers results.
Our ideal candidate has hands-on experience in residential HVAC, plumbing, or electrical services, understands how to leverage ServiceTitan to drive performance, and knows how to create a culture of accountability, urgency, and exceptional customer service.
If you're a hands-on leader who thrives in a fast-paced environment, loves developing people, and understands that every call represents an opportunity, we want to meet you!
What You'll Do
Lead, Coach & Develop a High-Performing Team
Oversee the daily operations of our CSR and Dispatch departments, ensuring consistent performance and exceptional customer experiences.
Build a positive, energetic, competitive, and accountable team culture.
Establish clear daily, weekly, and monthly performance expectations.
Coach employees on call handling, booking techniques, outbound calling, membership conversions, and customer communication.
Conduct regular team meetings, one-on-one coaching sessions, call reviews, and performance evaluations.
Recruit, interview, hire, onboard, train, and develop high-performing CSRs and Dispatchers.
Identify performance gaps and implement structured coaching and improvement plans.
Recognize strong performance while promptly and professionally addressing underperformance.
Lead by example and remain actively involved in daily operations.
Keep Dispatch Boards Full & Maximize Technician Productivity
A major responsibility of this position is ensuring our technicians have consistent, productive schedules through proactive outbound calling, strategic scheduling, and strong coordination between the Call Center and Dispatch teams.
Take ownership of keeping technician dispatch boards full and minimizing open appointment slots.
Develop and execute daily outbound calling strategies to fill scheduling gaps and maximize available technician capacity.
Work closely with Dispatchers and Service Managers to anticipate scheduling needs and proactively fill openings.
Monitor daily technician availability, call demand, and booking opportunities.
Ensure the team actively reaches out to existing customers to generate additional service appointments.
Drive campaigns targeting overdue maintenance, seasonal services, inactive customers, and other service opportunities.
Maintain a sense of urgency around filling open appointments and preventing unnecessary technician downtime.
Use ServiceTitan reporting and dispatch boards to monitor scheduling performance and identify opportunities for improvement.
Drive Outbound Calls, Unsold Recommendations & Revenue Opportunities
We need a leader who understands that revenue opportunities don't end when a customer hangs up the phone or declines a recommendation.
Establish and manage a consistent, results-driven outbound calling program.
Ensure timely follow-up on all outstanding technician recommendations, unsold estimates, repair opportunities, and…