Advantage Septic Service is seeking an experienced, results-driven Call Center Manager who has successfully led Nextar-trained call center withing the home services industry.
The ideal candidate brings 3-5 years of hands-on management experience, deep proficiency in Service Titan, and a comprehensive understanding of Nexstar processes, call scripts, and operational disciplines.
In this role, you will be responsible for driving call center performance, maximizing dispatch board efficiency, delivering
5-star customer experience and maintaining strong alignment with Operations leadership.
Key Responsibilities:
Team Leadership & Performance Management
- Lead & Coach: Manage, mentor, and hold the call center team accountable to high-performance standards through coaching, scorecards, and performance management.
- Process Enforcement: Train and enforce Nexstar operational disciplines, including call scripts, booking standards, and customer experience expectations.
- Customer Excellence: Ensure the delivery of consistent, 5-star customer experience on every interaction and handle escalated customer issues professionally and efficiently.
- Metric Ownership: Drive and continuously improve key call center metrics, with a focus on conversion/booking rates and high-value call prioritization.
Dispatch, Capacity & Revenue Optimization
- Dispatch Board Management: Actively manage and optimize the dispatch board (including the 3-day board) to maximize revenue, schedule density, profitability, and technician efficiency.
- Capacity Planning: Balance emergency service calls, scheduled work, and technician productivity through proactive outbound calls to fill capacity.
- Operations Alignment: Maintain continuous communication with Operations leadership to ensure alignment on capacity, daily priorities, and field needs.
Field Support & Operations Logistics
- Technician Readiness: Set field technicians up for success by verifying they have all necessary job details, resources, and materials prior to arriving on-site.
- Parts & Inventory Management: Order required parts and coordinate deliveries to support seamless field operations.
Required Qualifications & Experience
- Nexstar Mastery: Demonstrated experience implementing and enforcing Nexstar processes, call scripts, and booking standards.
- Industry Experience: 3–5 years of hands-on call center management experience within the home services industry (septic, plumbing, HVAC, electrical, or related trade).
- Software Proficiency: Advanced, hands-on proficiency with ServiceTitan (dispatch, booking, capacity management).
- Leadership & Communication: Strong interpersonal, problem-solving, and conflict-resolution skills with a proven track record of driving team accountability.
