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Manager Customer Service Center Jobs in Virginia

Service Experts

Manager, Customer Service

Fairfax, VA · On-site

... the Contact Center. This role owns conversion performance reporting and ensures performance ... and manage tiered outbound campaigns based on customer opportunity, revenue potential, service ...

Busch Group

Service Center Manager

Virginia Beach, VA · On-site

A Busch Service Center Manager is responsible for planning and directing all service center ... Proficient in Microsoft Office, prior experience with ERP (Enterprise Resource Planning) and CRM ...

N-C

Service Center Manager

Virginia Beach, VA · On-site

$80K - $100K/yr

A Busch Service Center Manager is responsible for planning and directing all service center ... Detail, safety and customer-oriented * Good decision making and problem-solving abilities * Good ...

CACI

Service Center Manager

Arlington, VA · On-site

Service Center Manager Job Category: Information Technology Time Type: Full time Minimum Clearance ... You'll lead from the front, championing customer-centric service culture while implementing modern ...

Govcio LLC

Service Center Manager

Fairfax, VA · On-site

$150K - $199K/yr

This position will be located in Fairfax, VA and will require occasional travel to customer site periodically. Responsibilities The Service Center Manager oversees the total management of the Service ...

CGI Inc.

Service Center Manager

Fairfax, VA · On-site

Find similar career opportunities Service Center Manager Category: Service Desk / End User Services ... in customer support services. Your future duties and responsibilities: • Provide overall ...

Arconic

Project Manager (Customer Service)

Harrisonburg, VA

$76K - $97K/yr

As a Project Manager - Customer Service (PM) at Kawneer, you will be a driving force behind the exceptional customer service experience and seamless project execution. Under the general direction of ...

Arconic

Project Manager (Customer Service)

Harrisonburg, VA · On-site

$76K - $97K/yr

As a Project Manager - Customer Service (PM) at Kawneer, you will be a driving force behind the exceptional customer service experience and seamless project execution. Under the general direction of ...

Pae

Service Center Supervisor

Mclean, VA · On-site

The Service Center/Building Operations Center Supervisor ensures that the Building Operations ... Coordinate with shop management and/or client personnel to execute work to the customer ...

Amentum

Service Center Supervisor

Mclean, VA · On-site

The Service Center/Building Operations Center Supervisor ensures that the Building Operations ... Coordinate with shop management and/or client personnel to execute work to the customer ...

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All JobsCustomer Service Center JobsManager Customer Service Center JobsManager Customer Service Center Jobs in Virginia

Manager Customer Service Center information

What cities in Virginia are hiring for Manager Customer Service Center jobs?

Cities in Virginia with the most Manager Customer Service Center job openings:

Infographic showing various Manager Customer Service Center job openings in Virginia as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution.

Manager, Customer Service

Fairfax, VA • On-site

Service Experts
Construction • 1 - 5K employees
Learn more about Service Expertsexternal

Full-time

Posted 22 days ago

Service Experts rating

6.1

Company rating: 6.1 out of 10

Based on 28 frontline employees who took The Breakroom Quiz

231st of 284 rated repair and maintenance companies

Job description

Welcome!

The Agent Performance & Customer Growth Manager is responsible for driving agent performance, call conversion, customer growth, and inbound/outbound revenue generation across the Contact Center. This role owns conversion performance reporting and ensures performance insights translate into targeted coaching, accountability, and measurable results.
The Manager directly leads the Performance coaches and Outbound Program, while partnering closely with Contact Center Supervisors to implement coaching plans and Performance Improvement Plans (PIPs) for agents performing below established expectations.

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Direct Reports
Performance Coaches - Provide targeted, data-driven coaching to improve agent conversion, lead generation, call effectiveness, and overall KPI performance across all call taking teams.

Outbound Call Activity - Executes targeted outbound campaigns focused on lead recovery, customer reactivation, appointment generation, membership growth, and other revenue-generating initiatives.
Key Responsibilities
  • Conversion Performance: Own and monitor conversion of the sales/service calls and reporting by agent, team, region, call type, and customer segment; identify trends and performance gaps.
  • Performance Coaching: Lead the Performance Coaches and establish coaching priorities based on conversion data and other established KPIs.
  • Supervisor Partnership: Work with supervisors to develop and execute individualized coaching plans and ensure consistent follow-up and accountability.
  • Performance Improvement: Partner with supervisors and leadership to establish and monitor formal PIPs for agents consistently performing below expectations.
  • Performance Cadence: Lead recurring performance reviews to identify top performers, underperformers, trends, coaching needs, and corrective actions.
  • Outbound Program Leadership: Own the execution, staffing, and performance of outbound calling activities and campaigns.
  • Tiered Campaign Management: Develop and manage tiered outbound campaigns based on customer opportunity, revenue potential, service-center capacity, seasonality, and business priorities.
  • Lead Recovery & Customer Growth: Drive programs targeting unbooked/lost leads, aged opportunities, customer reactivation, memberships, and other customer growth opportunities.
  • Capacity-Based Demand Generation: Partner with Operations to target outbound activity toward markets and service centers with available technician capacity.
  • Reporting & Analytics: Maintain scorecards measuring conversion, coaching effectiveness, agent improvement, outbound productivity, campaign conversion, appointments generated, and incremental revenue.
  • Continuous Improvement: Partner with Operations, QA, Training, and other teams to improve scripting, processes, lead routing, agent tools, and performance practices.

Key Measures of Success
  • Booking and call conversion
  • Percentage of agents achieving KPI targets
  • Agent performance improvement following coaching
  • PIP improvement and successful completion
  • Coaching effectiveness and completion
  • Outbound contact and conversion rates
  • Lost/un-booked lead recovery
  • Appointments generated through outbound campaigns
  • Membership and customer growth
  • Incremental revenue generated
  • Outbound campaign ROI

Role Purpose
The Agent Performance & Customer Growth Manager serves as the Contact Center's centralized leader for performance optimization and growth-connecting conversion analytics, performance coaching, supervisor accountability, and outbound demand generation to improve agent effectiveness and deliver measurable appointment and revenue growth.
Minimum Experience: 6+ years Minimum Education: Bachelor's DegreeEqual Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.


Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

What Service Experts employees say

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Hours and flexibility

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About Service Experts

Sourced by ZipRecruiter

Service Experts, based in Plano, Texas, US, is an industry leader in the HVAC (Heating, Ventilation, Air Conditioning) sector with a commitment to providing top-tier service for home comfort. Their offerings cover a broad range of services such as repair, maintenance, and installation of heating and air conditioning systems. Established in 1996, the company has demonstrated consistent growth and expansion, boasting a network of over 100 service centers across North America. Their mission is simple yet powerful: to provide excellence in home comfort. Service Experts has emerged as a trusted choice in the market due to their adherence to core values of integrity, innovation, excellence, and commitment.

Industry

Construction

Company size

1,001 - 5,000 Employees

Headquarters location

Plano, TX, US

Year founded

1996

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