Job Description

Job Overview
We are seeking an energetic and strategic Call Center Manager to lead our dynamic customer engagement team. In this role, you will oversee daily operations of the call center, ensuring exceptional customer service and driving sales growth through effective team management and process optimization. Your leadership will inspire a high-performance environment focused on delivering outstanding support, fostering business development, and maximizing revenue opportunities. If you thrive in a fast-paced setting and possess a passion for sales, communication, and team development, this is the perfect opportunity to make a significant impact.

Call Center Manager

Limelight Services – Fort Collins, CO

Who We Are

Limelight Services is a local, family-owned company committed to providing exceptional service while maintaining a strong reputation within our community. We believe people are our priority — both our customers and our team members. We are looking for a motivated, customer-focused leader to join our growing team and help drive operational excellence in our customer service department.

Why Choose Limelight Services

• Competitive pay
• Medical Insurance — we pay 80% of health insurance premiums
• Dental, vision, life insurance, short-term and long-term disability
• Paid vacation and sick time begin accruing immediately
• 401(k) Plan after 12 months with a 4% company match
• State-of-the-art technology and equipment
• Paid training and ongoing professional development
• Supportive, team-oriented work environment
• Career advancement opportunities

Our Core Values

• Honest and hardworking
• Transparent with customers and team members
• People are our priority
• We go the extra mile to meet homeowners’ service needs
• Accountability, teamwork, and professionalism in everything we do

Position Summary

The Call Center Manager serves as the primary leader for the customer service and dispatch team. This role is responsible for overseeing daily call center operations, ensuring exceptional customer experiences, managing scheduling efficiency, coaching team members, and supporting operational growth.

The ideal candidate is a strong communicator and problem solver who thrives in a fast-paced environment and enjoys leading and developing others. This individual will serve as the first point of escalation for customer concerns while ensuring the department operates efficiently and professionally.

Key Responsibilities

Customer Service & Communication

• Answer incoming customer calls promptly and professionally
• Handle escalated customer concerns and ensure timely resolution
• Make outbound calls for appointment confirmations, reminders, and follow-ups
• Provide accurate information regarding services, pricing, and scheduling
• Ensure a positive and professional customer experience on every interaction

Scheduling & Dispatch Coordination

• Oversee daily scheduling and dispatch operations
• Coordinate technician availability and optimize routing efficiency
• Monitor emergency scheduling changes and adjust priorities accordingly
• Verify customer information and service details for accuracy
• Work closely with field technicians and management to ensure operational flow

Leadership & Team Management

• Supervise, coach, and support CSR/DSR team members
• Conduct onboarding and ongoing training for customer service staff
• Monitor team performance metrics and provide constructive feedback
• Assist with hiring, scheduling, and performance evaluations
• Foster a positive, accountable, and team-oriented work culture
• Lead by example in professionalism, communication, and customer service

Operational Oversight

• Maintain accurate records within CRM and dispatch systems
• Ensure team compliance with company procedures and service protocols
• Identify process improvements to increase efficiency and customer satisfaction
• Track customer trends, recurring issues, and operational challenges
• Collaborate with leadership to improve workflows and service delivery

Quality & Performance

• Monitor call quality and customer satisfaction standards
• Ensure team meets or exceeds performance goals
• Generate reports and provide operational updates to management
• Participate in leadership meetings and strategic planning initiatives
• Support company growth through strong organizational and communication practices

Desired Skills & Qualifications

• Previous customer service and dispatch experience required, at least 2 years.
• Leadership or supervisory experience preferred
• Excellent communication and interpersonal skills
• Strong organizational and multitasking abilities
• Ability to remain calm and professional under pressure
• Experience with Service Titan software preferred
• Strong problem-solving and conflict-resolution skills
• Positive attitude and team-first mindset
• Commitment to delivering exceptional customer experiences

Why This Position Matters

This role is essential to the success of our company. You will directly impact customer satisfaction, team culture, and daily operations while helping guide and support a growing department.

If you are looking for more than just a job — if you want to build a meaningful career with a company that values its people and recognizes hard work — we would love to hear from you.

Apply Today

Learn more about Limelight Services by visiting Lime911.com

When you’re ready, please email your resume to:
operations@lime911.com

Pay: $52,080.22 - $62,720.26 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person

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