CUSTOMER SERVICE MANAGER

Cascade Services•West Palm Beach, FL

7d•Onsite

About The Position

East Coast Mechanical (ECM) is hiring an experienced Customer Service Manager to lead the customer service team within its home warranty division. The manager will oversee daily department operations, including inbound and outbound calls, customer retention, team performance, service requests, follow-ups, and escalated customer concerns. The role combines hands-on team leadership and coaching with process improvement, performance analysis, and efforts to strengthen customer relationships and the customer experience. The manager is responsible for department KPIs set by the Regional VP. Examples include average resolution time, average after-call work time, membership business growth, and customer callbacks. Success also involves leadership, planning across a one-to-three-month horizon, organizing multiple priorities, promoting procedures and processes, analyzing and resolving problems, and commitment to company values. The position is full-time and based in person at ECM’s West Palm Beach, Florida location. The work is primarily in a conditioned office, with occasional field work exposed to the elements. Physical demands include prolonged sitting or standing, typing, telephone use, and the ability to lift, push, and pull up to 50 pounds.

Requirements

At least 3 years of supervisory or management experience in a call center or customer service environment, including direct management of Customer Service Representatives.
Proven experience in customer service management or a similar leadership position.
At least 3 years of management experience in a matrixed organization.
A minimum of four years in a similar role; a bachelor's degree is preferred but not required.
Outstanding customer service and problem-solving skills, including problem analysis and resolution at strategic and tactical levels.
Strong leadership, coaching, and team-development abilities, with the ability to lead others and achieve results through them.
Excellent oral, written, and interpersonal communication skills.
Professional and effective communication across email, text, and phone interactions.
Strong organizational skills, attention to detail, and ability to manage multiple priorities.
Ability to remain calm, composed, and solutions-oriented in a high-pressure environment.
Computer literacy, including data entry, Microsoft Excel, and the Microsoft Office Suite.
Proficiency in financial management and budgeting.
Familiarity with relevant software and tools, including project management and CRM systems.
Business development skills with commercial clients.
Ability to sit or stand, type, and talk on the telephone for long periods.
Ability to lift, push, and pull up to 50 pounds.
Ability to use voice and eyesight for near and distance tasks.

Nice To Haves

Familiarity with the local geographical area.
Bilingual English/Spanish.
Experience with Service Titan.

Responsibilities

Supervise, coach, mentor, and motivate Customer Service Representatives to provide exceptional service and achieve department goals.
Provide ongoing, real-time coaching and training to improve employee performance, customer interactions, and service quality.
Troubleshoot, diagnose, and promptly and professionally resolve escalated customer issues.
Oversee inbound and outbound calls, customer inquiries, service requests, follow-ups, and customer retention efforts.
Evaluate procedures, identify improvement opportunities, and implement strategies to increase efficiency and consistency.
Review department performance reports, evaluate results, and recommend strategies to improve productivity and service standards.
Analyze customer feedback, identify recurring concerns, and develop solutions to improve the customer experience.
Train and mentor team members to align with company values, expectations, and business objectives.
Conduct weekly team meetings to communicate priorities, review performance, address challenges, and reinforce department goals.
Manage performance against KPIs set by the Regional VP, including measures such as average resolution time, after-call work time, membership business growth, and customer callbacks.
Promote adherence to procedures and processes, plan ahead over one-to-three-month periods, and organize multiple priorities.
Perform other job-related duties and follow job-related instructions as assigned.