Regional Customer Service Manager

Mario Purchaser LLC•Tampa, FL

9d•$100,000 - $115,000•Hybrid

About The Position

Master Trades Group is seeking an experienced and people-focused leader to serve as Regional Customer Experience Manager. In this role, you will be responsible for leading, developing, and holding accountable a team of local Customer Service Managers across multiple locations driving a high-performance culture grounded in coaching, accountability, and promoting a best in class customer experience. This is a people-first leadership role for someone who thrives on developing others, building strong teams, and creating conditions that allow both leaders and front-line employees to perform at their best. If you are passionate about people development, team performance, and driving results through others, we want to hear from you. Master Trades Group is a leading residential services platform providing HVAC, plumbing, electrical, and sewer solutions through a growing portfolio of trusted local brands across the Southeast and Mid-Atlantic. We are focused on operational excellence, leadership development, customer experience, and long-term growth. As we continue expanding throughout Florida and Georgia, we are seeking a high-impact Regional Call Center Customer Service Manager to lead multi-trade sales performance, drive revenue growth, develop high-performing teams, and support operational excellence across multiple locations.

Requirements

Proven experience leading and managing multiple teams or a group of people in a customer service, call center, or operations environment.
Demonstrated ability to coach, develop, and hold leaders and team members accountable to performance expectations and service standards.
Strong leadership presence with the ability to motivate teams, manage change, and build a culture of continuous improvement and high performance.
Ability to use performance data, reporting, and key metrics to lead teams, identify coaching opportunities, and drive measurable results.
Strong communication and relationship-building skills, with experience leading through others and collaborating effectively across multiple levels of the organization.
Strong organizational and time management skills, with the ability to prioritize competing responsibilities, manage multiple teams simultaneously, and consistently execute against established goals and timelines.
Demonstrated flexibility and adaptability, including the willingness to travel to multiple Customer Service Centers, adjust working hours as business needs require, and remain agile in a fast-paced, performance-driven environment.
Proficiency in Microsoft Office and familiarity with call center or CRM platforms, with the ability to leverage technology to monitor performance, streamline reporting, and support data-driven decision-making across local teams.
Team Leadership in a Multi Location Territory
Experience managing KPIs, revenue growth, profitability, and sales performance
Strong coaching, leadership, and organizational development skills
Excellent communication, analytical, and problem-solving abilities
Proficiency with CRM systems, dashboards, Microsoft Office, and reporting tools
3 CX / Telephone CRM System
Tableau or other BI Dashboard software
AI Call Center Enhancement technology
MS Office - Advanced
Ability to travel regionally up to 50%
HS Diploma Required
Valid Drivers License
Minimum of 3 years proven leadership and/or experience in the Service Industry
Proven record in: Team Development, Customer Service
Intermediate proficiency in MS Office Suite including proficient use of Excel and PowerPoint

Nice To Haves

Preferred: Strong leadership experience within HVAC, plumbing, electrical, sewer, or in-home sales environments
Multi-location leadership experience within residential home services
Experience with ServiceTitan or similar field service management software
Experience leading HVAC, Plumbing, Electrical, and Sewer sales organizations simultaneously
Bachelors Degree in Hospitality Management or Business Administration preferred
Experience in the trades: HVAC, plumbing, electrical
Experience with ServiceTitan

Responsibilities

Lead and manage local Customer Service Managers across multiple Customer Service Centers to drive accountability, performance and perfecting the customer experience, every call.
Create a culture of Professionalism within Call Centers, in every aspect: Model Professional Behaviors in supporting our External and Internal Customers.
Collect, review, and analyze call center and customer service performance reports to ensure data accuracy and identify opportunities to improve results across local teams.
Proactively identify and implement performance improvement strategies within local call centers to perfect the customer experience, increase efficiency, and exceed established goals.
Evaluate training effectiveness and partner with local Customer Service Managers to strengthen coaching, development plans, and curriculum updates that improve team performance.
Develop, implement, and reinforce customer service scripting and call flow standards to improve consistency, call quality, conversion, and overall customer experience across local teams.
Coach local Customer Service Managers on objection handling, live call coaching, and continued training strategies to strengthen team effectiveness and drive sustained performance improvement.
Lead regular meetings with Customer Service Managers to review results, address performance gaps, align on priorities, and reinforce strategies that drive metric achievement organization-wide.
Collaborate closely with local level leadership to align customer service strategies with business goals, improve cross-functional execution, and drive overall organizational performance.
Drive talent development and people management efforts by coaching local Customer Service Managers in team growth, employee development, succession planning, and building high-performing customer service teams.
Maintains and promotes a positive working atmosphere in accordance with our Core Values by always behaving and communicating in a professional manner in the presence of clients, co-workers and supervisors.
All other related duties as assigned
Lead, coach, and develop Customer Service Managers in your Region
Build accountability and consistency across all regional sales teams
Recruit, hire, onboard, and retain top-performing sales talent
Foster a high-performance culture focused on customer experience, accountability, and results
Monitor and improve key sales performance metrics
Analyze sales performance, market trends, and operational data to identify opportunities for improvement
Utilize CRM systems, dashboards, and reporting tools to drive decision-making and accountability
Partner with leadership on forecasting, budgeting, and strategic growth initiatives