Director of Customer Service / Call Center

About the Opportunity Robbins Recruiting Solutions has partnered with a rapidly growing, private equity-backed organization in the residential home services industry to identify a Director of Customer Service / Call Center. This is an exciting opportunity for a hands-on, results-driven leader to build, lead, and scale a centralized customer service and call center operation supporting multiple locations across the business. As the organization continues expanding through strategic acquisitions, this leader will play a critical role in developing the people, processes, technology, and performance standards that drive exceptional customer experiences, lead conversion, and revenue growth. This is a true build-and-lead opportunity for someone who thrives in a fast-paced, high-growth environment and enjoys creating structure, developing teams, and driving measurable results. Key Responsibilities Call Center Leadership & Operations - Build, lead, and develop a high-performing team of call center supervisors, team leads, and customer service representatives. - Oversee daily inbound and outbound call center operations, including staffing, scheduling, queue management, and performance. - Establish clear KPIs, performance expectations, coaching programs, and accountability measures. - Foster a customer-first culture focused on employee development, operational excellence, and continuous improvement. Lead Management & Customer Experience - Oversee the customer journey from initial inquiry through appointment scheduling and confirmation. - Drive improvements in lead conversion, appointment-setting rates, customer satisfaction, and call quality. - Manage outbound follow-up initiatives, including unsold estimates, customer re-engagement, and referral opportunities. - Partner with sales, marketing, and operations leaders to align call center performance with business growth objectives. Technology, Reporting & Process Improvement - Lead call center operations utilizing Salesforce CRM and Five9 dialer technology. - Develop performance dashboards and reporting to monitor conversion rates, call metrics, productivity, and customer experience. - Build and manage quality assurance programs, call scoring processes, and coaching initiatives. - Create and continuously improve standard operating procedures, scripts, workflows, and training materials. - Identify opportunities to streamline processes, improve efficiencies, and support scalability. Cross-Functional Leadership - Collaborate with executive leadership, branch managers, sales, and marketing teams to support business objectives. - Provide actionable insights and recommendations based on call center performance and customer trends. - Support operational integration and standardization as the organization continues to expand into new markets. What We're Looking For - 7+ years of call center experience, including at least 3 years in a leadership role directly managing call center teams. - Proven success leading supervisors, team leads, and customer service representatives while owning performance metrics. - Demonstrated ability to improve lead conversion, appointment-setting rates, customer satisfaction, and operational efficiency. - Hands-on Salesforce experience required, including lead management, call tracking, workflows, and reporting. - Hands-on Five9 experience required, including inbound/outbound campaigns, call monitoring, and performance reporting. - Experience developing or managing call center quality assurance programs and performance coaching. - Strong analytical, organizational, communication, and people leadership skills. - Ability to build processes, establish structure, and drive results in a growing organization. Preferred Qualifications - Experience in residential home services, roofing, HVAC, or similar service-based industries. - Background supporting multi-location operations or private equity-backed organizations. - Experience scaling call center teams and implementing new operational processes. - Experience with outbound lead generation, follow-up campaigns, and appointment conversion. - Bilingual English/Spanish is a plus. What Makes This Opportunity Exciting? - Build Something Meaningful: Take ownership of developing and scaling a centralized call center operation. - High-Visibility Leadership Role: Partner directly with senior executives and influence business performance across multiple locations. - Growth & Expansion: Join an organization experiencing significant growth through acquisitions and operational investment. - Make a Measurable Impact: Drive customer experience, lead conversion, and revenue growth through the team and processes you build. - Opportunity to Shape the Future: Establish the culture, systems, and operating standards that will support long-term expansion. Compensation & Location - Base Salary: $100,000–$140,000, depending on experience. - Performance Bonus: Target of 8–10% of base salary based on achievement of performance objectives. - Location: Tysons Corner, VA, with responsibility for teams across multiple locations. - Travel: Occasional travel to branch locations as needed. - Benefits information available upon request.