Customer Experience Manager

Job Description

Job Description

Customer Experience Manager

Acree Plumbing Air & Electric – Call Center | Tampa, FL 33619

Full-Time | Exempt | On-site

Salary: $70,000 – $80,000 DOE + Annual Bonus Opportunity

Lead with Purpose at One of Florida’s Fastest Growing Home Service Companies

Acree has been in business since 1967 (over 50 years!). We proudly service the Tampa community and the other counties: Pinellas, Pasco, some Polk, and Manatee. We offer same-day service from top-notch technicians that provide unparalleled customer service.

At Acree, we believe that our employees will take great care of our customers because we take great care of our employees. Everybody Wins!

Why work for Acree Plumbing Air & Electric?

• Career advancement – our install and HVAC department managers started as techs at Acree, and now they run the show!
• Celebrate Wins! - Company-paid seasonal and annual events.

What You’ll Do:

• Lead, coach, and develop a growing team of Customer Service Representatives
• Build onboarding and development plans to support CSR growth and performance
• Handle escalated calls and model high-level service recovery practices
• Monitor KPIs such as booking rate, conversion, and response time to drive team accountability
• Collaborate with dispatch and branch managers to maximize schedule capacity and customer satisfaction
• Develop and document SOPs to create consistency and operational excellence
• Continuously identify process improvements to boost team efficiency
• Recruit and train new team members as the department scales
• Foster a team culture built on trust, ownership, and world-class service

What You Bring:

• Proven experience leading a high-performance customer service or call center team
• Proficiency in Microsoft Office, especially Excel, and call center software
• Strong communication skills and a customer-first mindset
• Track record of process improvement and cross-functional collaboration
• Comfortable in a fast-paced environment with multiple priorities
• Flexible availability, including occasional weekends
• Willingness to travel to other local branches as needed

Preferred Qualifications:

• Bachelor’s degree
• 5+ years of leadership experience in customer service
• Sales or negotiating experience a plus

Why You’ll Love Working With Us:

• Competitive salary + annual bonus opportunity
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Life and disability insurance
• Employee assistance program
• Generous employee discounts
• Career advancement and ongoing training

Join a company that’s committed to its people, its customers, and doing things the right way.

Apply today to make an impact at Acree Plumbing Air & Electric in Tampa FL.

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report. These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE