Apex Service Partners is a leading residential home services company dedicated to building a network of best‑in‑class local brands across the U.S. We partner with community‑rooted plumbing, HVAC, and electrical businesses to deliver exceptional service while fostering a culture of growth, collaboration, and operational excellence.
The Call Center Manager is responsible for driving strategic contact center initiatives to enhance customer service across the Illinois and Wisconsin markets. This role will be based in Oak Brook, IL and will lead a growing team supporting multiple partner locations.
Key Responsibilities:
Operational Management
- Oversee day-to-day call center operations supporting Illinois and Wisconsin markets.
- Lead and manage an in-office team based in Oak Brook, IL.
- Develop and implement processes to enhance the customer experience and operational efficiency.
- Identify staffing needs; recruit, hire, and onboard Customer Service Representatives (CSRs).
- Forecast call volume trends based on seasonality (e.g., weather patterns) to ensure proper staffing.
- Manage processes across multiple lead channels, ensuring timely and effective follow-up.
- Build and maintain a high-performing, engaged team culture that improves Employee Net Promoter Score (eNPS).
- Foster a positive environment by incorporating engaging and team-building activities into the workplace.
Performance Management
- Train, coach, and manage CSRs to deliver high performance.
- Ensure achievement of key performance indicators (KPIs), including:
- Average Speed to Answer (ASA)
- Booked per Call %
- Abandonment %
- Overflow %
- Membership sales
- Manage CSR scorecards and continuously refine KPIs to drive both service quality and revenue growth.
Customer Experience
- Resolve and de-escalate complex customer concerns beyond CSR scope.
- Review and optimize processes for handling customer escalations.
- Partner with General Managers and stakeholders to ensure timely resolution and drive first-call resolution wherever possible.
Change Management
- Lead change management initiatives to support adoption of new processes, technologies, and service strategies.
- Collaborate with cross-functional teams to implement and optimize improvements within the contact center.
Strategic Initiatives
- Analyze performance data and customer trends to recommend actionable improvements.
- Design innovative call flows and overflow strategies.
- Identify and execute revenue-generating opportunities within the contact center.
Requirements
- Minimum of 4 years of call center leadership experience.
- Must be based in or willing to work in Oak Brook, IL.
- Ability to travel periodically within Illinois and Wisconsin as needed.
- Strong organizational, communication, and stakeholder management skills.
- Proven ability to guide teams through change while maintaining morale and performance.
Preferred Qualifications
- Experience with ServiceTitan and/or the home services industry.
- Experience with AI tools and contact center technologies.
Benefits
Competitive Base Salary + Performance-Based Bonus Opportunities- Medical, Dental & Vision Insurance Options – including plans with no cost to employees
- 401(k) with Company Match (up to 4%) to support your financial future
- Paid Time Off & Company Holidays to maintain a healthy work-life balance
- Stable Growth Opportunity – join a thriving company in a recession-resistant industry
We are proud to be an Equal Employment Opportunity employer.
