Customer Experience Manager at Frank's Mr. Plumber

Job Description

Job Description

Customer Experience Manager (CSR & Dispatch Operations) | $65,000-$72,000 + Performance Bonus | Full-Time Who We Are

Frank's Mr. Plumber is looking for an experienced Customer Experience Manager to lead our office operations team. People often come to us looking for a job, but they stay because they find a fulfilling career, room to grow, and opportunities to excel.

Tonawanda-Based Company

Why Choose Frank's Mr. Plumber

• Competitive base salary ranging from $65,000-$72,000 , based on experience.

• Healthy performance-based bonus opportunities.

• Medical, Dental, Vision and Life Insurance.

• Work-life balance Paid Time Off, Paid Holidays, and Full-Time employment.

• 401(k) Plan with company match.

• Leadership development and advancement opportunities.

• State-of-the-art technology including ServiceTitan.

• Opportunity to build, develop, and grow a high-performing customer experience team.

The Big Task

You will lead the Customer Service Representative and Dispatcher teams while creating an exceptional customer experience from the first phone call through job completion. You'll coach, develop, and hold your team accountable while driving booked call conversion, schedule efficiency, technician utilization, and overall operational excellence.

Key Tasks

• Lead, coach, and develop a team of 2 Customer Service Representatives and 3 Dispatchers , with the opportunity to grow the department as the company continues to expand.

• Conduct one-on-one meetings, coaching sessions, and performance reviews.

• Hire, onboard, and develop future team members as the department grows.

• Review recorded calls and coach for improved customer experience, booking conversion, and call quality.

• Ensure efficient dispatch operations and maximize technician utilization.

• Monitor department KPIs and implement strategies for continuous improvement.

• Step into CSR or Dispatcher responsibilities when needed during high-volume periods or staffing gaps.

• Partner with company leadership to improve processes, communication, and operational performance.

• Foster a positive, accountable, and customer-first team culture.

Desired Skills and Experience

• 3-5+ years of customer service, call center, or operations leadership experience.

• Experience leading customer service and/or dispatch teams.

• Proven ability to coach, mentor, and develop high-performing employees.

• Home services experience strongly preferred.

• ServiceTitan experience preferred.

• Strong leadership, communication, and conflict-resolution skills.

• Analytical mindset with the ability to use KPIs to improve team performance.

• Highly organized with exceptional follow-through and problem-solving abilities.

If you want to be part of something bigger than just a job, make this career move and find exactly what you're looking for. You'll work in a place where you'll be appreciated by your team and customers, and where your leadership will have a direct impact on the success and growth of the company. If this sounds like you, spend a little time learning about Frank's Mr. Plumber by visiting . When you're ready, please apply for this position directly on Indeed.

Equal Opportunity Employer