Customer Service Manager

Job Description

Job Description

Customer Service Manager

Location: Sarasota, FL

Job Title: Customer Service Manager

Position Overview

The Customer Service Manager provides leadership and oversight of customer service operations across all operating companies, ensuring a consistent, high-quality customer experience across every business unit. This role develops and implements customer service strategies, standardizes processes, improves booking performance, and drives customer satisfaction and membership retention.

The Customer Service Manager will lead, coach, and develop Customer Service Representatives while partnering closely with Operations, Dispatch, Sales, Marketing, and Executive Leadership to support continued growth and operational excellence. Occasional evening and weekend work may be required based on business needs.

Responsibilities and Expectations

• Provide leadership, coaching, performance management, and professional development for Customer Service Representatives and other assigned personnel.

• Develop, implement, and maintain customer service standards, processes, scripts, and best practices across all operating companies.

• Monitor and evaluate customer service performance to ensure a consistent customer experience and achievement of business objectives.

• Analyze customer service metrics, booking performance, call conversion rates, customer satisfaction data, membership retention results, and operational trends to identify opportunities for improvement.

• Develop and implement strategies to improve booking rates, customer retention, membership sales, and overall customer satisfaction.

• Partner with Operations, Dispatch, Sales, and Marketing leaders to support revenue growth and operational efficiency initiatives.

• Establish workforce planning strategies and staffing recommendations to support business demands across multiple locations and business units.

• Conduct employee onboarding, training, coaching, and performance evaluations.

• Develop and maintain reporting and dashboards related to customer service operations and business performance.

• Investigate and resolve escalated customer concerns in a timely and professional manner.

• Identify and implement technology, automation, artificial intelligence, and process improvement initiatives designed to improve efficiency and customer experience.

• Collaborate with leadership to establish departmental goals, performance standards, and accountability measures.

• Maintain compliance with company policies, procedures, and applicable laws.

• Perform other duties, projects, and assignments as directed by management.

Required Qualifications

• Bachelor's degree in Business Administration, Management, Communications, or a related field, or an equivalent combination of education and relevant experience.

• At least five years of leadership experience in customer service, contact center operations, dispatch, or customer experience.

• At least three years of direct people-management experience, including employee supervision, coaching, and performance management.

• Demonstrated experience developing, tracking, and evaluating operational metrics and customer service performance standards.

• Proficiency with Microsoft Office applications, including Excel, Outlook, Word, and Teams.

• Strong leadership, coaching, employee-development, and team-building skills.

• Excellent verbal, written, and interpersonal communication skills.

• Strong analytical and problem-solving abilities, with the capacity to interpret operational data and make informed business decisions.

• Knowledge of customer service best practices and customer experience management principles.

• Strong organizational and time-management skills, with the ability to manage multiple priorities and competing deadlines.

• Ability to build effective working relationships and collaborate with leaders at all levels of the organization.

• Ability to maintain confidentiality, exercise sound judgment, and handle sensitive matters professionally.

Preferred Qualifications

• Experience in HVAC, plumbing, electrical, home services, construction, or field service industries.

• Experience using ServiceTitan or a similar field service management platform.

• Experience supporting multiple locations, business units, or operating companies.

• Experience implementing customer service technologies, automation platforms, or artificial intelligence tools.

Physical Requirements

• Ability to sit, stand, walk, bend, reach, and perform routine office activities.

• Ability to operate standard office equipment, including computers, telephones, printers, and mobile devices.

• Ability to occasionally lift and carry up to 25 pounds.

• Ability to travel occasionally between company locations and attend business-related functions.

What Can We Do for You?

• Competitive compensation package.

• Medical, dental, and vision insurance.

• 401(k) with company match.

• Paid time off and paid holidays.

• Career growth opportunities.

• Professional development opportunities.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.