American Home Contractors
Customer Service Manager
Full Time • Fulton
Responsive recruiter
Benefits:
- 401(k)
- 401(k) matching
- Company parties
- Competitive salary
- Dental insurance
- Donation matching
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- Wellness resources
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 looking for a hands-on Customer Service Manager to lead and develop our CSR team in a high-volume inbound and outbound call environment.
This is not a traditional office manager role. This is a player-coach position for someone who thrives in a fast-paced setting—driving call performance, increasing booked appointments, and actively coaching a team to perform at a high level.
You will be directly responsible for top-of-funnel performance, including outbound activity, appointment setting, and CSR development.
This is a 100% in-office role based in Fulton, MD
Our Environment
- High-volume inbound + outbound call center
- CSRs make 90–150+ outbound calls daily
- Fast-paced, metrics-driven environment
- Real-time scheduling and dispatch coordination
- Performance is measured by appointments set and conversion rates
- Multiple service lines (Tune-Ups, Retail, Solar)
What You’ll Do
Lead From the Front
- Jump into calls when needed—this is a hands-on role
- Set the tone for urgency, energy, and accountability
- Hold the team to daily calls and booking targets
Drive Call Center Performance
- Manage inbound and outbound call activity
- Increase contact rates and appointments set
- Monitor KPIs: call volume, booking %, speed to lead, follow-up consistency
Train & Develop CSRs
- Coach team members daily through call reviews and real-time feedback
- Train new hires on scripts, systems, and expectations
- Improve outbound performance and objection handling
Own Scheduling & Lead Flow
- Oversee appointment setting and calendar optimization
- Ensure rapid and consistent follow-up on all leads
- Partner with sales and field teams to maximize booked opportunities
Systems & Accountability
- Ensure CRM (Zoho) is accurate and consistently used
- Track and report on team performance
- Improve scripts, workflows, and follow-up processes
What Success Looks Like
- Increased appointments set and held
- High-performing, accountable CSR team
- Strong outbound activity and follow-up discipline
- Fast response times on inbound leads
- Continuous improvement in team performance
What We’re Looking For
Required
- 3+ years of experience leading in a high-volume inbound/outbound call environment
- Strong experience with outbound calling teams (required)
- Proven ability to drive performance and hit KPIs
- Experience training and coaching CSRs
- Ability to operate in a fast-paced, high-accountability environment
Preferred
- Home services or service-based industry experience
- Experience with CRM systems (Zoho, Salesforce, etc.)
- Background in appointment setting or inside sales
Why This Role Is Different
This is not a sit-back management role.
This is for someone who:
- Leads from the front
- Is comfortable being in the numbers daily
- Can coach, develop, and push a team to perform
- Understands that more calls + better calls = more revenue
Compensation: $65,000.00 - $75,000.00 per year
(if you already have a resume on Indeed)