Customer Service Manager

Heritage Home Service • Full-time • Boxborough, MA, US • 1m ago

Overview

Call Center Manager Location: Boxborough, MA Join the Heritage Legacy — Lead with Purpose Heritage Home Service is seeking a Call Center Manager who thrives in a dynamic environment, leads with purpose, and knows how to build a results-driven team culture. We believe exceptional customer experiences begin with inspired teams and bold leadership. If you're ready to make an impact, we want to hear from you. Responsibilities:

Lead, coach, and develop a high-performing team of 10+ customer service representatives
Monitor call metrics and performance reports to guide coaching and improve results
Foster a culture of adaptability, clear communication, and continuous improvement
Conduct call reviews, 1-on-1 coaching, and goal setting sessions
Perform employee evaluations and implement corrective actions as needed
Host team meetings and communicate company updates
Partner with other departments for streamlined daily operations
Resolve escalated customer issues efficiently and professionally
Manage scheduling and administrative documentation

Qualifications:

2–5 years of experience in Customer Service, Call Center, or Dispatch
Minimum of 3 years in management or supervisory roles (call center preferred)
Strong problem-solving skills and a proactive mindset
Ability to adapt quickly in a fast-paced, ever-changing environment
Experience using reporting tools and metrics to drive performance
Excellent communication and leadership skills
Proven experience managing and developing teams of 8 or more
Highly organized and capable of managing schedules, priorities, and KPIs
Flexible availability to meet business needs

Compensation: $100,000 – $110,000 annually, based on experience Benefits & Perks:

Company-paid Medical, Dental, and Vision Insurance
401(K) with company matching
Paid Time Off and Holiday Plan
Company-provided Life & Disability Insurance

Apply Today!At Heritage Home Service, we don’t just offer jobs—we build careers. Join our team and help us redefine customer care in home services across Massachusetts!