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

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.