Call Center & Marketing Manager

ABOUT US

Apex Services Heating Cooling Plumbing is a leading HVAC company serving the Omaha market. We deliver five-star service and are growing fast. We're hiring a hands-on manager to lead our outbound call center and own day-to-day marketing execution that books quality calls - within budget

Role Mission

Use the call center and marketing channels to hit booked - call goals daily. Within the approved marketing budget - using KPOI's to make fast adjustments to maximize high opportunity calls.

What You'll Do

Call Center Leadership & Customer Experience

* Own booking: run an outbound and inbound appointment-setting team that consistently books service calls and fills capacity.

* Daily progress updates: ensure customers get same-day status/progress updates on scheduled jobs.

Apex Services Heating Cooling Plumbing is a leading HVAC company serving the Omaha market. We deliver five-star service and are growing fast. We’re hiring a hands-on manager to lead our outbound call center and own day-to-day marketing execution that books quality calls—within budget.

Role Mission

Use the call center and marketing channels to hit booked-call goals daily—within the approved marketing budget—using KPIs to make fast adjustments to maximize high opportunity calls.

What You’ll Do

Call Center Leadership & Customer Experience

• Own booking: run an outbound and inbound appointment-setting team that consistently books service calls and fills capacity.
• Daily progress updates: ensure customers get same-day status/progress updates on scheduled jobs.
• Proactive follow-ups: post-visit and next-day follow-up calls to confirm satisfaction, answer questions, and drive a 5-star experience (reviews, referrals).
• Build/optimize call flows, scripts, and cadences; handle escalations with calm, persuasive communication.
• Staff, schedule, coach; run 1:1s, QA scorecards, and performance reviews.

Marketing & Demand Generation

• Own the weekly/monthly marketing calendar focused on booking revenue-producing calls.
• Allocate spend across channels (e.g., Google Local/Ads, Meta, email/SMS, website, local listings) to maximize booked calls/ROAS within budget.
• Coordinate with vendors/partners (PPC/SEO/social) and align campaigns with capacity and promotions.
• Content creation: produce short posts/videos/graphics for social, keep website promos/pages current (light CMS updates; coordinate larger changes).
• Manage Google Business Profile posts/reviews; support reputation programs that fuel inbound demand.

Measurement & Continuous Improvement

• Track Marketing KPIs (Cost-per-Booked-Call, CAC, ROAS, lead-to-book %, channel mix) and Call-Center KPIs (set rate, booking rate, customer update SLA compliance, follow-up completion rate, show rate, conversion, QA, CSAT/NPS, 5-star review volume).
• Report results daily/weekly and adjust quickly (budgets, campaigns, scripts, schedules) to stay on target.
• Improve processes without disrupting what already works; escalate unfamiliar issues promptly.

What Makes You a Great Fit

• Self-directed, thrives in a fast-paced, goal-driven environment.
• Blends analytical problem-solving with strong people and communication skills.
• Confident decision-maker who’s also collaborative and coachable.

Qualifications

• Prefer 2+ years as a Call Center Supervisor/Manager (outbound sales/lead gen/appointments preferred).
• Prefer Experience managing marketing execution and budget (home services or SMB preferred).
• Proven track record improving KPIs; comfortable with dialers/CRMs and marketing tools (Google/Meta, GA4/analytics, email/SMS).
• Strong writing/editing for short-form content (social/web).
• HVAC/home services experience a plus (not required).
• Service Titan experience a plus (not required)
• Nexstar Systems experience a plus (not required)

Benefits

• Competitive salary + performance incentives
• Health, Dental, Vision, Life insurance
• 401(k) with company match
• Paid time off & paid holidays
• Paid training
• Growth & advancement opportunities

Work Location

On-site in Omaha, NE

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

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

Work Location: In person