Job Description

Overview

Frank Gay Services is seeking a driven and dependable Contact Center Customer Service Manager to help lead our high-volume, fast-paced contact center supporting our HVAC, plumbing, and electrical teams. You’ll be the right hand to the Contact Center Manager, ensuring service excellence, optimizing workflows, and empowering a team of dispatchers and customer service representatives to deliver five-star experiences.

This role is ideal for someone who thrives on people leadership, thrives under pressure, and understands the unique rhythm of the skilled trades. If you can juggle metrics, coach like a pro, and keep a cool head during seasonal surges, this one's for you.

What’s in it for YOU:

• Team Leadership & Development
• Operational Excellence
• Performance Management & Reporting
• Cross-Functional Collaboration

Benefits:

• Paid Vacation/PTO
• Medical, Dental, Vision Insurances, paid life insurance
• 401(k) with company match up to 4%

What you will bring:

• 2+ years of experience in a supervisory or assistant manager role within a contact center environment.
• Prior experience in the skilled trades industry or service business strongly preferred.
• Solid understanding of call center technology, CRM tools, and workforce management systems.
• Strong interpersonal, communication, and coaching skills.
• Ability to work flexible hours, including some evenings and weekends during high-demand seasons.