Direct Hire | Sarasota, FL | On-Site
We are looking for an experienced Customer Service Manager to lead and develop a high-performing customer service team within a growing home services organization.
This is a hands-on, KPI-driven leadership role focused on improving customer service performance, booking results, customer satisfaction, and overall operational efficiency.
- Lead, coach, and develop a team of Customer Service Representatives
- Establish and monitor team KPIs and performance goals
- Improve booking rates, customer retention, membership sales, and customer satisfaction
- Monitor call center metrics and use data to identify opportunities for improvement
- Develop and improve customer service processes, procedures, and best practices
- Partner with Operations, Dispatch, Sales, and Marketing teams
- Handle escalated customer concerns and help resolve issues professionally
- Support employee onboarding, training, coaching, and performance management
- Help implement new technology, tools, automation, and process improvements
- Build accountability and create a strong, consistent customer experience across the organization
- 5+ years of customer service, contact center, dispatch, or customer experience leadership experience
- 3+ years of management experience with direct reports
- Strong experience managing teams against KPIs and performance goals
- Strong analytical and problem-solving skills
- Excellent communication and leadership abilities
- Comfortable working with data, reporting, and performance metrics
- Strong organizational skills and the ability to manage multiple priorities
- Bachelor's degree preferred, or equivalent combination of education and experience
Experience in home services or a related industry is highly preferred, including:
- HVAC
- Plumbing
- Electrical
- Roofing
- Construction
- Field Services
Experience with ServiceTitan or similar field service software is a plus.
We're looking for someone who is resourceful, proactive, and comfortable working independently. If you're given a project and don't have all the information you need, you should be able to research, problem-solve, use available resources, and find solutions rather than immediately waiting for someone else to provide the answer.
- Monday–Friday
- Approximately 7:30 AM–4:30 PM EST
- June–September, the call center operates until 5:00 PM EST
- Occasional evening/weekend availability may be needed based on business needs
- $80,000–$90,000 base salary
- Monthly performance bonus up to $1,200
- Bonus is based on KPIs and revenue and follows a sliding scale — it is not all-or-nothing
- Weekly pay every Friday
- 100% on-site position in Sarasota, FL
Note: This position does not require travel and does not include a company vehicle or car stipend.
Candidates will participate in a virtual interview first. Qualified candidates will then be invited onsite for an interview and tour of the facility.
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