CSR (Call Center) Manager in Marlborough, Massachusetts at Endless Energy

About Endless Energy

Endless Energy started with a desire to help people save money while saving the environment. Today our vision has grown to encompass residential and commercial HVAC solutions, insulation, Mass Save® Home Energy Assessments, and net zero home construction throughout New England.

As a Mass Save® Certified Contractor, we help homeowners improve comfort, reduce energy usage, and lower utility costs while taking advantage of valuable rebates and energy efficiency programs.

Our culture is built around integrity, innovation, accountability, and delivering an exceptional customer experience.

Endless Energy is seeking an experienced Customer Care Advisor (CCA) Manager to lead our growing Customer Care team. This leadership role is responsible for driving lead conversion, maximizing appointment opportunities, improving customer experience, and developing a high-performing inside sales team.

This is more than a traditional call center management position. The ideal candidate is a proven leader who understands how to coach teams through metrics, optimize sales performance, analyze KPIs, and build efficient processes that directly contribute to company growth.

If you're passionate about developing people, improving performance, and using data to drive results, we'd love to meet you.

Key Responsibilities

• Recruit, hire, onboard, train, coach, and develop Customer Care Advisors.
• Conduct regular one-on-one coaching sessions and performance reviews.
• Create a culture focused on accountability, continuous improvement, and customer satisfaction.
• Review employee timecards and manage commission tracking for direct reports.
• Develop future leaders through coaching and performance management.

• Oversee the day-to-day operations of the Customer Care department.
• Manage staffing schedules including weekdays, evenings, weekends, holidays, and vacation coverage.
• Ensure appropriate staffing levels to maximize lead response times and protect marketing investments.
• Monitor workflow efficiency and continuously improve operational processes.

• Establish, monitor, and improve Key Performance Indicators (KPIs) including:
  • Lead conversion rates
  • Appointment booking rates
  • Outbound call activity
  • Contact rates
  • Customer satisfaction
  • Revenue generation
  • Productivity metrics
• Create, analyze, and present performance reports to executive leadership.
• Develop outbound calling campaigns that increase sales opportunities and company revenue.
• Coach advisors on inside sales techniques to improve conversions and customer engagement.

• Ensure exceptional customer service throughout every customer interaction.
• Resolve escalated customer concerns professionally and efficiently.
• Monitor customer interactions through recorded calls to identify coaching opportunities and maintain quality standards.
• Ensure complete, accurate, and timely customer documentation within ServiceTitan.

• Review the ServiceTitan dispatch board daily to maximize appointment capacity and technician efficiency.
• Monitor canceled and missed appointments to ensure timely rescheduling.
• Identify workflow improvements that increase operational efficiency.
• Collaborate with executive leadership on grassroots marketing initiatives including:
  • Event marketing
  • Community outreach
  • Field canvassing
  • Content development

Required

• Previous Call Center, Customer Care, BDC, or Customer Intake management experience.
• Proven leadership experience managing customer service or inside sales teams.
• Experience coaching employees using performance metrics and KPIs.
• Strong understanding of sales funnels, conversion metrics, and customer lifecycle management.
• Experience using ServiceTitan.
• Experience working within the Nexstar Network methodology and coaching principles.
• Strong analytical skills with the ability to interpret reports and make data-driven decisions.
• Excellent verbal and written communication skills.
• Exceptional organizational and time management abilities.
• Ability to multitask while managing multiple priorities in a fast-paced environment.
• Experience leading both in-office and remote employees.
• Strong Microsoft Office and Google Workspace skills.

Experience with the following platforms is highly preferred:

• Chirp
• Broccoli
• Vonage
• ServiceTitan Reporting & Analytics
• Lead generation platforms
• CRM reporting tools
• Call tracking and quality assurance software
• Workforce management software

What Makes You Successful

Our ideal candidate is someone who:

• Loves developing and coaching people.
• Understands how to use KPIs to improve performance.
• Thrives in a fast-paced, high-growth environment.
• Can balance customer service with revenue generation.
• Makes decisions using data rather than assumptions.
• Builds positive team culture through accountability and recognition.
• Continuously looks for opportunities to improve systems, processes, and customer experience.

Experience within the HVAC, plumbing, electrical, home services, or residential services industry is strongly preferred.