Call Center Manager, Home Services

Job overview

The Call Center Manager role is onsite in Durango, CO. The listed base salary is $55,000–$70,000 per year, plus a quarterly performance bonus of up to $6,000 per year. The manager will lead customer service and dispatch operations for American Dream Home Services’ HVAC and plumbing work. This role builds and leads the customer service representative and dispatcher team, manages call and booking performance, and coordinates technician schedules. By improving customer interactions, dispatch, and maintenance-plan follow-up, the manager supports the growth of the company’s plumbing division and service operations.

What you'll do

• Build, hire, train, and lead customer service representatives and dispatchers
• manage answer rate, booking rate, handle time, cancellations, and customer satisfaction
• write and coach call scripts
• coordinate dispatch and technician schedules across La Plata County
• review recorded calls and provide scored feedback
• manage CRM, field-service software, call tracking, and phone systems
• grow maintenance-plan memberships and follow up on unsold estimates
• report weekly metrics to leadership.

What we're looking for

Skills & competencies

call center manager

customer service

dispatch

hvac

plumbing

home services

durango co

adhs

employee-owned

$55k–$70k/year

performance bonus

monday–friday

daytime hours

occasional weekend coverage

Work arrangement

• Weekend coverage required

Benefits & perks

• PTO and paid vacation
• paid training
• health insurance
• 401(k) match
• employee ownership for full-time employees.

Why this role

Employee-owned company; quarterly performance bonus tied to booking rate, call answer rate, and customer reviews; occasional evening or weekend coverage during peak season.

About the employer

ADHS is hiring for this role. Industry: Plumbing, Heating, and Air-Conditioning Contractors. Sector: 23.