Quality Assurance Supervisor - Altamonte Springs, FL
About The Position
American Residential Services (ARS), the largest provider of residential HVAC, Plumbing, and Electrical services in the U.S., employs over 7,000 professionals nationwide. With 45+ years of experience, we proudly deliver top-quality service to customers every day. The Altemonte Springs Call Center is responsible for fielding inbound sales calls from potential customers across the country. The Quality Assurance Supervisor is responsible for leading the resolution of escalated customer complaints and ensuring every concern is addressed with urgency, empathy, and professionalism. You’ll work cross-functionally with operations, sales, and customer service teams to improve customer experience, reduce future complaints, and protect the ARS brand.
Requirements
- 3+ years of customer service experience required
- Proficient in Microsoft Office (Excel, Outlook, Word) and CRM tools
- Strong interpersonal, written, and verbal communication skills
- Must be highly organized with the ability to multitask and prioritize effectively
- Comfortable navigating conflict and de-escalating sensitive issues
Nice To Haves
- 2+ years in a Quality Assurance or Customer Satisfaction role preferred
- Prior experience with customer complaint resolution, retention strategies, or service recovery a strong plus
Responsibilities
- Serve as the primary point of contact for escalated customer issues via phone, email, and internal referrals
- Investigate complaints by reviewing service records, speaking with the branchmanagers, and analyzing relevant documentation
- Use the Freshdesk ticketing system to log, track, and monitor complaint progress
- Communicate daily with department leads and frontline managers to provide updates on open complaints
- Recommend and facilitate service corrections, refunds, goodwill gestures, or service credits as needed
- Generate reports to identify complaint trends and improvement opportunities
- Support post-resolution engagement efforts such as follow-up calls
- Train or coach teams on common service pitfalls based on QA findings
- Perform administrative tasks including recordkeeping, report generation, and data entry
- Other duties as assigned by leadership
Benefits
- Weekly pay via direct deposit
- Commission on top of hourly rate
- Paid training
- Ongoing training through in-house Learning & Development programs
- Insurance available after 31 days
- Low-cost medical (as low as $5/week)
- Dental, vision, HSA/FSA
- 401(k) with company match
- Paid time off + holiday pay
- Company-paid life insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
