Customer Service Manager

Are you a highly action-oriented leader who excels at coaching teams and optimizing technology to deliver flawless service? Joshua Tree Experts is seeking a dynamic and personable Customer Service Manager to lead our centralized Contact Center.

This pivotal role requires a decisive, inspiring leader to optimize our systems (including AI integration ) and empower the Customer Service Representative (CSR) team, directly influencing our ability to scale and retain clients across the entire franchise network.

Core Responsibilities : Leadership, Coaching & Action

This leader must be a motivator, decisive, possess relevant industry experience, and be relentless in driving enthusiasm and operational excellence.

Coaching & Culture Leadership (The Motivator) :

Serve as an active Coach and Mentor to the CSR team, conducting regular 1 : 1 sessions and training to elevate their professional skills.

Inspire Excitement : Develop and maintain a high-energy, engaged team culture that is excited about coming to work and dedicated to client success.

Foster a high-performance environment and promote a personable demeanor in all client interactions.

Action-Oriented Operational Management (The Doer) :

Be action-oriented , always jumping on the ball to resolve issues and improve processes. You must not be afraid to take leadership and make quick, effective decisions .

Own the complete responsibility for the Contact Center's daily operations, productivity, and service level adherence .

Implement Franchise Standard Processes and continuous improvement initiatives to enhance system-wide efficiency and client satisfaction.

Technology Integration & Optimization (The Innovator) :

Be highly tech-savvy and appreciate the value of modern solutions.

Oversee and optimize contact center technologies including Aloware, AI-powered agents, call routing systems, and CRM integrations.

Ensure all tools are fully leveraged to improve efficiency, maintain service consistency, and deliver a best-in-class client experience.

Franchise Support & Client Resolution :

Serve as the primary Liaison between the Contact Center and Franchise Location Management , ensuring alignment and seamless operational support for field crews.

Manage and resolve escalated Client requests , providing swift resolution and ensuring service recovery efforts result in positive client outcomes.

Oversee core service functions, including accurately preparing and delivering service proposals and managing the use of CRM software for accurate measurements.

Required Qualifications

Experience & Industry Acumen : Minimum of 5–7 years of progressive experience in Contact Center or client services management.

A strong sales background , particularly in the home services industry, is highly desirable.

Technical Knowledge & Systems Fluency : Advanced familiarity with contact center technology (e.g., Aloware, ACD systems) and CRM / Scheduling software.

Direct experience with SingleOps CRM is highly beneficial.

Must show an appreciation for AI integration and digital workflow optimization.

Leadership & Temperament :

Proven ability to lead, mentor, and inspire a team.

Must be personable, decisive, and able to motivate others through effective coaching.

Education :

Bachelor's degree in Business Management or a related field is required.

The Impact You Will Make

You are a key operational leader and chief motivator responsible for the efficient service delivery and positive client experience for our entire franchise system. Your energy and leadership will set the tone for client loyalty and operational success.