Location: Remote – Mexico
Compensation: MXN $20,000–$35,000 per month, depending on experience
About Everclean Air
Everclean Air is a U.S.-based service company specializing in air duct cleaning and dryer vent cleaning for residential and commercial customers. We are committed to providing outstanding customer service, clear communication, and a professional experience from the initial inquiry through the completion of each service.
We are seeking an experienced, dependable, and results-driven Call Center Manager to lead our remote customer service, dispatch, and sales team in Mexico.
Position Summary
The Call Center Manager will oversee the daily operations and performance of our remote call center team. This position is responsible for managing customer service, dispatching, appointment scheduling, lead follow-up, and sales conversion activities.
The ideal candidate is a confident leader who is fluent in English, highly organized, comfortable managing performance goals, and experienced in coaching a team that communicates with customers by phone, text, and email.
This individual will work closely with company management and field technicians to ensure appointments are scheduled efficiently, leads are followed up on promptly, and customers receive a professional and consistent experience.
Key Responsibilities
- Manage the daily operations of the customer service, dispatch, and sales team
- Supervise, support, and motivate call center representatives
- Monitor incoming and outgoing calls, text messages, emails, and lead follow-ups
- Ensure customer inquiries and service requests are handled professionally and promptly
- Oversee technician scheduling and dispatching based on location, availability, and job requirements
- Ensure appointments are confirmed and customers receive proper follow-up
- Manage rescheduling, cancellations, delays, and last-minute schedule changes
- Track sales performance, booking rates, call activity, response times, and other key performance indicators
- Coach team members on sales techniques, objection handling, customer service, and appointment booking
- Review calls and customer interactions for quality assurance and training purposes
- Assist representatives with escalated customer concerns and difficult situations
- Ensure all leads, estimates, and pending customers receive consistent follow-up
- Maintain accurate records in job management systems, CRM platforms, and spreadsheets
- Prepare daily and weekly performance reports for management
- Communicate with field technicians and company leadership to maintain a smooth workflow
- Assist with hiring, onboarding, training, and evaluating call center employees
- Develop and improve call scripts, follow-up procedures, and internal processes
- Maintain a high level of professionalism, accountability, and customer satisfaction
- Help the team meet customer service, scheduling, and sales goals
Requirements
- Minimum of 3 years of experience in customer service, sales, dispatching, call center operations, or a related field
- Previous leadership, supervisory, or call center management experience
- Must speak and write fluent English
- Strong coaching, leadership, and team-management skills
- Experience managing customer service and sales performance
- Comfortable monitoring calls, reviewing performance, and providing constructive feedback
- Strong communication, organization, problem-solving, and multitasking skills
- Ability to handle customer escalations professionally
- Experience setting goals and holding team members accountable
- Comfortable using scheduling software, CRM platforms, spreadsheets, and reporting tools
- Reliable internet connection, dependable computer equipment, and a quiet work environment
- Ability to work flexible hours based on business needs
Preferred Qualifications
- Previous experience working with a U.S.-based company
- Experience managing a remote team
- Experience in appointment setting, lead follow-up, dispatching, or telephone sales
- Familiarity with service-based industries such as HVAC, cleaning, air duct cleaning, dryer vent cleaning, or other home services
- Experience communicating with residential and commercial customers
- Familiarity with call center performance metrics and quality-assurance procedures
Ideal Candidate
The ideal candidate is professional, dependable, confident, and comfortable leading a fast-paced remote team. This person should be able to balance customer service, dispatching, and sales responsibilities while keeping employees organized, motivated, and accountable.
We are looking for a hands-on manager who can solve problems, improve team performance, support daily operations, and help the company increase appointment bookings while maintaining excellent customer satisfaction.
Job Type: Full-time
Pay: $20,000.00 - $35,000.00 per month
Education:
- High school or equivalent (Required)
Experience:
- Manager: 3 years (Required)
Language:
Work Location: Remote
