Benefits:

401(k)

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Dental insurance

Donation matching

Employee discounts

Free uniforms

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Wellness resources

Job description:

About American Home Contractors

American Home Contractors is a fast-growing, industry-leading exterior remodeling company serving homeowners across the Mid-Atlantic. We specialize in roofing, siding, windows, doors, gutters, and premium solar solutions, including Tesla Solar Roof installations.

With thousands of 5-star reviews and operations across multiple states, our mission is simple: to install peace of mind for every homeowner we serve.

Position Overview

We are seeking a hands-on Call Center Manager to lead and support our Customer Service Representative (CSR) team across two office locations.

This role is ideal for a leader who enjoys staying connected to day-to-day operations while also developing people, improving processes, and driving performance. The Call Center Manager will balance active involvement on the phones, while coaching, performance management, and cross-functional collaboration.

This is a 100% in-office position, based out of either Fulton, MD or Chantilly, VA, with time spent in both offices.

Our Call Center Environment

High-volume inbound and outbound call activity

CSRs average 100–150 outbound calls per day

Inbound calls are answered promptly, with a strong focus on customer experience

Real-time scheduling adjustments and dispatch coordination occur throughout the day

CRM accuracy directly impacts field productivity and revenue

The CSR team supports multiple business lines: Tune-Up Program, Retail exterior replacements, Solar Roofing, and Solar Panels

What You’ll Do

Lead, coach, and support a team of CSRs

Stay engaged with daily call activity and assist with inbound or outbound calls as needed

Monitor call performance, outbound productivity, and appointment-setting metrics

Provide real-time coaching and feedback to help CSRs improve call quality and confidence

Support accurate scheduling, dispatching, and same-day adjustments

Partner with Marketing, Sales, and Operations to ensure lead flow and staffing are aligned

Review dashboards and reports to track performance and identify opportunities

Conduct 1:1s, performance reviews, and coaching conversations

Participate in hiring, onboarding, and team development

Ensure CRM (Zoho) data is accurate and consistently maintained

Help refine workflows, scripts, and standard operating procedures

Assist with resolving escalated customer issues professionally and efficiently

Model company core values: Integrity, Hard Work, and Service

What Success Looks Like

Strong, consistent call performance across the team

High-quality appointments that align with business goals

Reliable CRM data that supports marketing and operations

Engaged, supported CSRs who understand expectations

Smooth coordination with field teams and minimal scheduling disruptions

Positive customer feedback and effective resolution of concerns

What We’re Looking For

3+ years of experience leading or supervising teams in a call center or high-volume customer service environment

Comfort managing both inbound and outbound call activity

A leadership style that combines coaching, accountability, and approachability

Strong attention to detail and respect for accurate data and processes

Experience using CRM systems and call center tools

Ability to thrive in a fast-paced, collaborative environment

Willingness to work fully in-office and spend time at both office locations

Preferred Experience

Background in home services, construction, trades, or appointment-based sales

Familiarity with Zoho CRM, RingCentral, Podium, or similar tools

Experience working closely with marketing or lead generation teams

Why This Role Is Unique

This position offers the opportunity to lead a close-knit team, stay connected to the work, and play a meaningful role in shaping how customers experience our brand. It’s well-suited for a leader who enjoys being visible, accessible, and involved, while still driving performance and growth.