Contact: Jenna Ames
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Mountain Home Services
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Listing Number 1024971
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Member Since Apr 24, 2025

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Call Center Manager

Mountain Home Services
Layton, UT 84041 | Posted Jul 06, 2025
12

Job Description

Mountain Home Services is actively seeking a Call Center Manager (CCM) to lead our vibrant and customer-focused team. This pivotal role thrives in a dynamic environment, expertly navigating fluctuating seasonal call volumes and optimizing scheduling to align with our evolving technician capacity, all while ensuring an unparalleled customer service experience.

Responsibilities

What will I do?

  • Lead Daily Call Center Operations: Ensure the efficient and smooth running of a dynamic call center, closely monitoring incoming calls to maximize lead conversion and company revenue.
  • Manage Diverse Lead Streams: Oversee the quick and efficient handling of inbound calls, voicemails, web leads (from platforms like Service Whale, Schedule Engine, Home Advisor, BBB), and support the Customer Service Representatives (CSRs) in working these leads.
  • Provide Hands-On Support & Coaching: Be prepared to jump into the call queue to take calls when needed , and actively field customer concerns, questions, and difficult calls from CSRs, ensuring their professional development and preventing burnout.
  • Optimize Scheduling & Performance: Continuously monitor scheduling needs based on fluctuating call volumes and technician numbers, and manage CSR behavior, breaks, and professionalism. Conduct regular call audits to provide specific feedback, coaching, and ensure correct booking procedures and scripting.
  • Strategic Planning & Team Development: Lead weekly team meetings, conduct one-on-one performance discussions with CSRs, and contribute to broader leadership discussions, including goal setting and identifying areas for improvement across the Call Center.
  • Process & Policy Management: Oversee the accuracy of booking data, update training materials and core process documents, manage time off requests to maintain phone coverage, and ensure compliance with company policies and dress code.


Qualifications

Do I have what it takes?

  • High School Diploma or GED preferred
  • 3+ years customer service experience
  • Basic computer proficiency, particularly with Microsoft applications
  • Experience with Service Titan is a plus.
  • Must be fluent in reading, writing and speaking English and must be able to sit for long periods of time.
  • Must be able to work evenings and weekends when needed

Additional Information

What's in it for me?

  • Competitive Compensation ($65k-$70k/year)
  • Robust PTO Plan
  • Health, Vision and Dental plans for you to choose from
  • 401K Retirement Plan with company match 
  • Life Insurance, Short-Term and Long-Term Disability
  • Special Program Options: FSA, EPA, Legal Services, and Identity Theft
  • Continuous Training for your Professional Development
  • Working in a dynamic, collaborative, and fun environment
  • Coached and supported career growth

Specifications

  • Posting Date:Jul 06, 2025
  • Pay Range:$65,000 - $70,000 /year
  • Category:Business & Management
  • Education Level:High School
  • Job Type:Full-time
  • Years of Experience:3-4 years
Apply Now
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Call Center Manager

Mountain Home Services
Layton, UT 84041 | Posted Jul 06, 2025

Contact: Jenna Ames

12
 
All Jobs at Mountain Home Services
Apply Now

Job Description

Mountain Home Services is actively seeking a Call Center Manager (CCM) to lead our vibrant and customer-focused team. This pivotal role thrives in a dynamic environment, expertly navigating fluctuating seasonal call volumes and optimizing scheduling to align with our evolving technician capacity, all while ensuring an unparalleled customer service experience.

Responsibilities

What will I do?

  • Lead Daily Call Center Operations: Ensure the efficient and smooth running of a dynamic call center, closely monitoring incoming calls to maximize lead conversion and company revenue.
  • Manage Diverse Lead Streams: Oversee the quick and efficient handling of inbound calls, voicemails, web leads (from platforms like Service Whale, Schedule Engine, Home Advisor, BBB), and support the Customer Service Representatives (CSRs) in working these leads.
  • Provide Hands-On Support & Coaching: Be prepared to jump into the call queue to take calls when needed , and actively field customer concerns, questions, and difficult calls from CSRs, ensuring their professional development and preventing burnout.
  • Optimize Scheduling & Performance: Continuously monitor scheduling needs based on fluctuating call volumes and technician numbers, and manage CSR behavior, breaks, and professionalism. Conduct regular call audits to provide specific feedback, coaching, and ensure correct booking procedures and scripting.
  • Strategic Planning & Team Development: Lead weekly team meetings, conduct one-on-one performance discussions with CSRs, and contribute to broader leadership discussions, including goal setting and identifying areas for improvement across the Call Center.
  • Process & Policy Management: Oversee the accuracy of booking data, update training materials and core process documents, manage time off requests to maintain phone coverage, and ensure compliance with company policies and dress code.


Qualifications

Do I have what it takes?

  • High School Diploma or GED preferred
  • 3+ years customer service experience
  • Basic computer proficiency, particularly with Microsoft applications
  • Experience with Service Titan is a plus.
  • Must be fluent in reading, writing and speaking English and must be able to sit for long periods of time.
  • Must be able to work evenings and weekends when needed

Additional Information

What's in it for me?

  • Competitive Compensation ($65k-$70k/year)
  • Robust PTO Plan
  • Health, Vision and Dental plans for you to choose from
  • 401K Retirement Plan with company match 
  • Life Insurance, Short-Term and Long-Term Disability
  • Special Program Options: FSA, EPA, Legal Services, and Identity Theft
  • Continuous Training for your Professional Development
  • Working in a dynamic, collaborative, and fun environment
  • Coached and supported career growth

Specifications

  • Posting Date:Jul 06, 2025
  • Pay Range:$65,000 - $70,000 /year
  • Category:Business & Management
  • Education Level:High School
  • Job Type:Full-time
  • Years of Experience:3-4 years
Apply Now
Mountain Home Services

Page Stats

Listing Number 1024971
Page Views 419 Views
Member Since Apr 24, 2025
Other Jobs in Layton, UT
Change Location »
  • No jobs found

Location Settings


Important Safety Tip

We work hard to protect you and this service from fraud. As with any classifieds service please be aware of the warning signs relative to buying and selling online. Concerned about this listing?