Responsive recruiter

SERVPRO Team Wall (former Franchise of the Year) is looking for our next great leader!

We’re hiring a Customer Service Manager to lead our Intake Team—the front line of our business and a key driver of revenue, customer experience, and operational success.

If you’re a people-first leader who knows how to coach teams, improve performance, and maximize every customer opportunity, this role is for you.

What You’ll Own:

Lead & Develop the Team

Manage, coach, and grow a team of Intake Coordinators
Assist with hiring, onboarding, and ongoing training & performance management
Build a high-accountability, high-performance culture

Drive Revenue & Customer Experience

Ensure every call delivers exceptional service and maximizes lead conversion
Coach team using call reviews and performance data
Handle escalations and turn problems into long-term improvements

Run Scheduling & Dispatch Operations

Oversee daily scheduling and dispatch across multiple locations
Manage on-call, weekend, and after-hours coverage
Lead after-hours operations, including direct oversight of our overseas third-party support team

Improve Performance

Track KPIs, scorecards, and team metrics
Identify gaps and drive improvements in speed, conversion, and efficiency
Ensure SOP consistency across all shifts and locations

What We’re Looking For:

3–5+ years leading a customer service, dispatch, or operations team
Proven success in coaching teams and improving performance
Experience managing after-hours and/or overseas support teams
Strong problem-solving and customer escalation experience
Comfortable with CRM systems, call platforms, and Excel

Bonus

Restoration, construction, or home services experience
Background in multi-location scheduling/dispatch environments
Experience improving revenue capture or conversion metrics

Why This Role Matters:

This isn’t just a customer service job—this team directly impacts revenue and customer trust at critical moments. You’ll have the opportunity to help build a stronger team, improve systems, and make a real difference for customers when they need help most.

Benefits:

401k +matching
Medical/Dental/Vision
Generous PTO policy
Training & Development

Compensation: $70,000.00 - $85,000.00 per year

Picture yourself here fulfilling your potential.

At SERVPRO^®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO^® career opportunities near you is easy! We look forward to hearing from you.

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.

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