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Service Experts

Manager, Customer Service

Fairfax, VA · On-site

Develop and manage tiered outbound campaigns based on customer opportunity, revenue potential, service-center capacity, seasonality, and business priorities. * Lead Recovery & Customer Growth: Drive ...

Service Experts LLC

$125 - $150/hr

Welcome! The Agent Performance & Customer Growth Manager is responsible for driving agent ... Own and monitor conversion of the sales/service calls and reporting by agent, team, region, call ...

Graybar

Manager Customer Service

Salt Lake City, UT · On-site

$85K/yr

As a Manager Customer Service, you will oversee customer service, administrative, operations, and logistics staff in the branch to help the Company achieve its sales, financial and service goals. In ...

Essilor

Manager Customer Service

Sioux City, IA

GENERAL FUNCTION The Customer Care Manager owns the customer experience within lab operations & is the escalation point for complex customer issues. This role bridges customer service & lab ...

Farm Family

Manager, Customer Service

Omaha, NE · On-site

$60 - $80/hr

We are looking for a highly capable Customer Service Manager to join our team and work from our Omaha, NE office. This role will manage a team of Client Service employees working in a call center ...

SYNNEX Corporation

Inventory control Analyst

Nevada, IA · On-site

$60 - $80/hr

... a service. TD SYNNEX is committed to serving customers and communities, and we believe we can have a positive impact on our people and our planet, intentionally acting as a respected corporate ...

Customer Service

Be Seen First

Servicing - Customer Advocate

Clarkston, MI · On-site

$16 - $22.85/hr

Ability to manage multiple accounts while meeting productivity and regulatory deadlines ... Delinquency * Mortgage Operations * Customer Service * Loan Servicing * Loss Mitigation

New

DSV A/S

Manager, Customer Service - LBJ HWY

Dallas, TX · On-site

Manager, Customer Service - LBJ HWY Time Type: Full Time POSITION SUMMARY Manages and builds the relationship with the clients at the site level while maintaining a working knowledge of the overall ...

Evergy

TD Designer

Wichita, KS · On-site

$57K - $71K/yr

Skills, Knowledge and Abilities Required: • Customer service and public relations • Problem ... management • Microsoft Word, Excel, Outlook, and Teams • Stress management • Written and ...

Chewy

Manager Customer Service I RX

Louisville, KY · On-site

We are looking for leaders to join our Customer Service Operations Team who are passionate not only about our customers, but about our people. We are looking for a Team Manager in Louisville KY , to ...

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As of Sep 9, 2026, the average yearly pay for manager customer service td in the United States is $57,998.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,000.00 and $70,000.00 per year, depending on experience, location, and employer.

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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

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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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