Customer Experience Manager

Mario Purchaser LLC•Tampa, FL

6d•$70,000 - $80,000•Onsite

About The Position

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!

Requirements

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
All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report.

Nice To Haves

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

Responsibilities

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