4. EST Remote Call Center Manager
Pink Callers, Charlotte, NC, United States
Job Location
Charlotte, NC
Job Description
If you’re a
strategic thinker, operational doer, and people-first leader , we want to meet you.
Who We Are
Welcome to Pink Callers, a proud ServiceTitan Certified Call Center! We specialize in providing top‑notch fractional remote customer service for HVAC, plumbing, roofing, and electrical contractors. Our mission is to deliver exceptional service through a blend of human expertise and AI‑driven efficiency. Join our dedicated team of customer service rockstars, and help us empower contractors to focus more on their work and less on their calls!
About The Role
At Pink Callers, we’re not just answering phones — we’re setting the standard for remote customer service in the trades. As a
Call Center Manager , you’ll lead a team of Customer Service Rockstars to deliver 5‑star experiences for our HVAC, plumbing, and electrical contractor clients.
This is not a passive position. We’re looking for someone who shows up with a plan—and follows through with precision.
You’ll Be Expected To
Own the daily health and performance of your CSR team
Lead with empathy—but enforce accountability
Make decisions based on data, not drama
Raise your hand when you see an opportunity—and run with it
What You’ll Be Doing
Drive Uncompromising Excellence
Lead daily huddles that set the bar high and inspire teams to reach it
Transform our 95%+ call answer rate from a target to a minimum standard
Coach CSRs to exceed our 4.8/5.0 customer satisfaction score, not just meet it
Create a culture where “that’s not my job” doesn’t exist
Hold the Line on Quality
Conduct rigorous QA reviews (92%+ is your baseline, not your goal)
Address performance gaps immediately – no hoping problems solve themselves
Document everything: excellence requires evidence, improvement requires tracking
Turn chronic underperformers into stars or help them find better‑fitting opportunities
Build High‑Performance Teams
Recruit and develop CSRs who share your commitment to excellence
Run performance reviews that are honest, direct, and actionable
Create accountability partnerships where team members push each other up
Maintain 100% ServiceTitan certification – no exceptions, no excuses
Lead Through Results
Own your team’s metrics entirely – their success is your success
Achieve first‑call resolution rates of 85%+ through superior training
Maintain team retention of 85%+ by developing winners, not enabling mediocrity
Deliver client satisfaction scores that make competitors nervous
What We’re Looking For
Strong leadership skills with a focus on team development
3+ years leading high‑performing customer service teams
ServiceTitan or CRM platform familiarity (you’ll be expected to learn fast)
High emotional intelligence with low tolerance for excuses
A dedicated, distraction‑free home office
Self‑directed with a bias for action and completion
Comfortable making tough calls (yes, we mean that both ways)
Proactive problem solver with a solutions‑oriented approach
You believe “good enough” is never good enough
You measure everything because what gets measured gets improved
You address issues same‑day, not “when you get around to it”
You celebrate excellence publicly and correct privately – but you DO correct
Experience maintaining KPIs that others call “impossible”
History of developing team members who get promoted or poached
Warm enough that people trust you, strong enough that they respect you
Patient teacher with new hires
Relationship builder who never compromises standards
This Role Is Not For You If
You need micromanagement or task‑by‑task instruction
You’re uncomfortable giving hard feedback
You prefer routine over growth
You think “remote” means relaxed
Success Metrics – No Ambiguity
Your Team Will
Answer 95%+ of calls (minimum – excellence aims for 98%+)
Maintain 92%+ quality scores across all CSRs
Achieve 4.8/5.0 customer satisfaction or higher
Complete 100% of training within deadlines
Show up on time 98%+ of the time
You Will
Resolve 100% of client complaints within 24 hours
Complete all administrative tasks on schedule, every time
Identify and implement 2+ process improvements quarterly
Develop at least one CSR for promotion annually
Lead Morning Huddles (1-2 minutes) – Quick team check‑ins to ensure readiness and address urgent items
First‑line coverage for CSR absences or overflow situations
Real‑time tech support for CRM (ServiceTitan), Dialpad, and client‑specific tools
Monitor team communication channels with muted presence to provide immediate support when needed
Proactive team engagement through Slack channels and informal check‑ins
Performance coaching sessions for CSRs with call percentages below 90%
Why Join Us
We are the PREMIER ServiceTitan Certified Call Center—setting the bar in the industry
We believe in combining technology and empathy to create magical customer moments
You’ll be surrounded by driven, kind, high‑performing people who care about service and results
Leadership here isn’t a title—it’s how you show up
Enjoy professional development opportunities
Paid training
A flexible work environment
Plus, take advantage of bonuses for referrals and after your introductory period.
Here, your hard work is recognized, and growth is encouraged.
Requirements
Employment Type: Part‑time
Work Hours: 40 to 40 hours work
Work Mode: Fully Remote (Nationwide)
Required Education: High school or equivalent
Required Experience: Experienced(3) years
#J-18808-Ljbffr
Charlotte, NC
Job Description
If you’re a
strategic thinker, operational doer, and people-first leader , we want to meet you.
Who We Are
Welcome to Pink Callers, a proud ServiceTitan Certified Call Center! We specialize in providing top‑notch fractional remote customer service for HVAC, plumbing, roofing, and electrical contractors. Our mission is to deliver exceptional service through a blend of human expertise and AI‑driven efficiency. Join our dedicated team of customer service rockstars, and help us empower contractors to focus more on their work and less on their calls!
About The Role
At Pink Callers, we’re not just answering phones — we’re setting the standard for remote customer service in the trades. As a
Call Center Manager , you’ll lead a team of Customer Service Rockstars to deliver 5‑star experiences for our HVAC, plumbing, and electrical contractor clients.
This is not a passive position. We’re looking for someone who shows up with a plan—and follows through with precision.
You’ll Be Expected To
Own the daily health and performance of your CSR team
Lead with empathy—but enforce accountability
Make decisions based on data, not drama
Raise your hand when you see an opportunity—and run with it
What You’ll Be Doing
Drive Uncompromising Excellence
Lead daily huddles that set the bar high and inspire teams to reach it
Transform our 95%+ call answer rate from a target to a minimum standard
Coach CSRs to exceed our 4.8/5.0 customer satisfaction score, not just meet it
Create a culture where “that’s not my job” doesn’t exist
Hold the Line on Quality
Conduct rigorous QA reviews (92%+ is your baseline, not your goal)
Address performance gaps immediately – no hoping problems solve themselves
Document everything: excellence requires evidence, improvement requires tracking
Turn chronic underperformers into stars or help them find better‑fitting opportunities
Build High‑Performance Teams
Recruit and develop CSRs who share your commitment to excellence
Run performance reviews that are honest, direct, and actionable
Create accountability partnerships where team members push each other up
Maintain 100% ServiceTitan certification – no exceptions, no excuses
Lead Through Results
Own your team’s metrics entirely – their success is your success
Achieve first‑call resolution rates of 85%+ through superior training
Maintain team retention of 85%+ by developing winners, not enabling mediocrity
Deliver client satisfaction scores that make competitors nervous
What We’re Looking For
Strong leadership skills with a focus on team development
3+ years leading high‑performing customer service teams
ServiceTitan or CRM platform familiarity (you’ll be expected to learn fast)
High emotional intelligence with low tolerance for excuses
A dedicated, distraction‑free home office
Self‑directed with a bias for action and completion
Comfortable making tough calls (yes, we mean that both ways)
Proactive problem solver with a solutions‑oriented approach
You believe “good enough” is never good enough
You measure everything because what gets measured gets improved
You address issues same‑day, not “when you get around to it”
You celebrate excellence publicly and correct privately – but you DO correct
Experience maintaining KPIs that others call “impossible”
History of developing team members who get promoted or poached
Warm enough that people trust you, strong enough that they respect you
Patient teacher with new hires
Relationship builder who never compromises standards
This Role Is Not For You If
You need micromanagement or task‑by‑task instruction
You’re uncomfortable giving hard feedback
You prefer routine over growth
You think “remote” means relaxed
Success Metrics – No Ambiguity
Your Team Will
Answer 95%+ of calls (minimum – excellence aims for 98%+)
Maintain 92%+ quality scores across all CSRs
Achieve 4.8/5.0 customer satisfaction or higher
Complete 100% of training within deadlines
Show up on time 98%+ of the time
You Will
Resolve 100% of client complaints within 24 hours
Complete all administrative tasks on schedule, every time
Identify and implement 2+ process improvements quarterly
Develop at least one CSR for promotion annually
Lead Morning Huddles (1-2 minutes) – Quick team check‑ins to ensure readiness and address urgent items
First‑line coverage for CSR absences or overflow situations
Real‑time tech support for CRM (ServiceTitan), Dialpad, and client‑specific tools
Monitor team communication channels with muted presence to provide immediate support when needed
Proactive team engagement through Slack channels and informal check‑ins
Performance coaching sessions for CSRs with call percentages below 90%
Why Join Us
We are the PREMIER ServiceTitan Certified Call Center—setting the bar in the industry
We believe in combining technology and empathy to create magical customer moments
You’ll be surrounded by driven, kind, high‑performing people who care about service and results
Leadership here isn’t a title—it’s how you show up
Enjoy professional development opportunities
Paid training
A flexible work environment
Plus, take advantage of bonuses for referrals and after your introductory period.
Here, your hard work is recognized, and growth is encouraged.
Requirements
Employment Type: Part‑time
Work Hours: 40 to 40 hours work
Work Mode: Fully Remote (Nationwide)
Required Education: High school or equivalent
Required Experience: Experienced(3) years
#J-18808-Ljbffr