Customer Care Manager

Join the GOAT Team!

At The GOAT Plumbing, Air & Electric , we believe exceptional home service starts long before a technician arrives at the door.

Serving homeowners throughout Tampa, Fort Myers, and Southwest Florida , The GOAT is a growing home services company built on hard work, integrity, teamwork, and delivering an exceptional customer experience.

We take pride in providing reliable plumbing, heating, cooling, and electrical solutions while making sure every customer feels heard, valued, and taken care of.

Our continued growth comes from hiring great people, investing in their development, and creating a culture where employees are appreciated, supported, and given opportunities to succeed.

As we continue to expand, we're looking for a passionate, results-driven leader who can take our Customer Care team to the next level.

The Opportunity

We are seeking an experienced, energetic, and results-driven Customer Care Manager to lead one of the most important departments within our organization.

This isn't just a call center management position. It's an opportunity to lead the team that creates the first impression of The GOAT.

Our Customer Care team is the voice of our company. Every incoming call, booked appointment, customer concern, and follow-up is an opportunity to build trust and create a customer for life.

As our Customer Care Manager, you'll be responsible for leading, coaching, and developing a high-performing team while driving booking performance, operational efficiency, and an exceptional customer experience.

You'll establish clear expectations, create accountability, celebrate wins, and develop processes that help our team consistently deliver results.

The right leader understands that in the home services industry, every call is an opportunity, every customer matters, and every team member plays a role in our success.

What You'll Own

Team Leadership & Development

• Lead, coach, motivate, and develop our Customer Care team.

• Establish clear expectations for performance, professionalism, attendance, and accountability.

• Conduct regular coaching sessions, call reviews, team meetings, and performance evaluations.

• Identify individual strengths and opportunities for improvement.

• Develop ongoing training programs that strengthen communication, booking skills, and customer service.

• Create a positive, energetic, and results-driven team environment.

• Recognize outstanding performance and celebrate team achievements.

• Partner with Human Resources in recruiting, hiring, onboarding, and developing new Customer Care team members.

Customer Experience Excellence

• Ensure every customer interaction reflects The GOAT's commitment to exceptional service.

• Establish consistent standards for inbound and outbound customer communication.

• Handle escalated customer concerns with professionalism, empathy, and urgency.

• Monitor customer interactions and identify opportunities to improve service quality.

• Ensure customers receive accurate information regarding scheduling, appointments, and service expectations.

• Build a customer-first culture focused on creating positive experiences and long-term relationships.

• Empower team members to resolve concerns while maintaining company standards.

Booking Performance & Revenue Opportunities

• Drive strong booking conversion rates and maximize incoming service opportunities.

• Monitor call volume, answer rates, abandoned calls, booking rates, and other key performance indicators.

• Coach Customer Care Representatives on overcoming objections and confidently communicating the value of The GOAT's services.

• Ensure missed calls, unbooked opportunities, and customer inquiries receive timely follow-up.

• Identify trends affecting booking performance and implement strategies for improvement.

• Develop a culture where the team understands the direct impact their performance has on company growth.

• Collaborate with leadership to establish achievable performance goals and consistently work toward exceeding them.

Dispatch & Operational Collaboration

• Partner closely with Dispatch, Operations, and field leadership to create a seamless customer experience.

• Maintain awareness of technician availability, scheduling capacity, and daily service demand.

• Help ensure appointments are booked accurately and schedules are optimized.

• Communicate scheduling challenges and customer concerns proactively.

• Support effective coordination between Customer Care and field operations.

• Ensure urgent customer needs are appropriately prioritized.

Processes, Performance & Accountability

• Develop, implement, and maintain Customer Care procedures, scripts, workflows, and service standards.

• Ensure accurate customer information and documentation within company systems.

• Track department performance and provide leadership with meaningful reporting and recommendations.

• Identify operational inefficiencies and implement improvements.

• Use call monitoring, coaching, and performance data to strengthen team results.

• Hold employees accountable while providing the guidance, tools, and support needed to succeed.

• Continuously evaluate opportunities to improve productivity, consistency, and customer satisfaction.

What We're Looking For

• 3+ years of customer service, call center, or customer care leadership experience.

• Proven success leading, coaching, and developing high-performing teams.

• Experience in plumbing, HVAC, electrical, or another home services industry strongly preferred.

• Strong understanding of booking conversion, call center performance, and customer experience metrics.

• Demonstrated ability to motivate employees while maintaining clear accountability.

• Excellent communication, leadership, and problem-solving skills.

• Experience handling escalated customer concerns.

• Strong organizational skills and the ability to thrive in a fast-paced environment.

• Experience with CRM systems, call management platforms, and dispatching software.

• ServiceTitan experience is a plus.

• Ability to analyze performance data and implement meaningful improvements.

• A proactive, solutions-oriented mindset with a strong sense of ownership.

• A genuine passion for developing people and creating exceptional customer experiences.

The Ideal GOAT Leader

You don't just manage people. You inspire them to become better.

You understand that great leadership means setting expectations, providing support, coaching consistently, and holding your team accountable.

You know how to turn an average customer interaction into an exceptional one.

You're comfortable listening to calls, identifying opportunities, providing constructive feedback, and celebrating improvements.

You're competitive about results, but you never lose sight of the people behind the numbers.

You lead by example, bring positive energy into the workplace, and aren't afraid to roll up your sleeves when your team needs you.

You understand that a successful Customer Care department isn't just measured by how many calls are answered, but by how many opportunities are captured, how customers are treated, and how effectively the team works together.

Most importantly, you want to build something great and be part of a company that's going places.

How Success Will Be Measured

Your success will be measured through key performance indicators, including:

• Booking and conversion rates

• Call answer rates and response times

• Missed-call recovery and follow-up performance

• Customer satisfaction and service quality

• Call monitoring and quality assurance results

• Schedule optimization and appointment accuracy

• Team productivity, attendance, and accountability

• Employee development, engagement, and retention

• Timely resolution of escalated customer concerns

• Consistent execution of The GOAT's Customer Care standards

Why Join The GOAT?

At The GOAT, we're not interested in being just another home services company.

We're building a team that sets the standard for what exceptional service should look like.

We believe our employees are the foundation of our success. When we invest in our people, provide opportunities for growth, and create an environment where hard work is recognized, great things happen.

Here's what you can expect when you join our team:

• A Growing Company: Be part of an expanding organization with exciting opportunities ahead.

• Leadership That Values Your Contributions: Your ideas, experience, and commitment to improvement matter.

• Opportunities to Grow: We believe in promoting professional development and helping our employees reach their full potential.

• A Team-Oriented Culture: Work alongside people who take pride in what they do and support one another.

• The Opportunity to Make an Impact: Play a critical role in shaping the customer experience and building a high-performing department.

• A Commitment to Excellence: Be part of a company that believes in doing things right, taking ownership, and continuously improving.

Are You Ready to Be a GOAT?

We're looking for more than someone who can manage a call center.

We're looking for a leader who can inspire a team, drive results, create accountability, and help us deliver an unforgettable customer experience.

If you're passionate about developing people, improving performance, and being part of a company with big goals and even bigger opportunities, we want to meet you!

Apply today and discover what it means to be part of The GOAT Plumbing, Air & Electric team!

The GOAT Plumbing, Air & Electric is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees in accordance with applicable laws.