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.