Customer Service Operations Manager
Cape Girardeau, MO | Leadership Role | Call Center Operations | Customer-Focused
Help lead the team that drives the customer experience.
We’re looking for a Customer Service Operations Manager to help oversee the daily operations, performance, and goals of our customer service department in Cape Girardeau, MO. This role will work closely with department leadership to keep the call center performing at a high level while ensuring customers receive a consistent, positive experience.
The ideal candidate has call center leadership experience, strong analytical and organizational skills, and understands both customer service and sales environments. Experience with ServiceTitan is a major plus.
What You’ll Own
- Drive daily performance of the customer service call center with a focus on first-call resolution and customer satisfaction.
- Monitor call center performance and identify opportunities to improve efficiency, quality, and customer experience.
- Track, analyze, and report on key performance indicators (KPIs).
- Handle customer escalations and work toward timely, effective resolutions.
- Train, coach, and support customer service representatives and call center agents.
- Assist with reviewing technician routes and assignments to improve efficiency and maximize productivity.
- Oversee special projects and initiatives within the customer service department.
- Execute monthly membership campaigns and help drive membership engagement and growth.
- Manage a variety of administrative responsibilities to support daily department operations.
- Work closely with leadership to establish goals, monitor progress, and implement improvements.
- Help create a team culture focused on accountability, customer satisfaction, and results.
What You Bring
- Previous call center experience in a team lead, senior, supervisory, or management role.
- Experience working in both customer service and sales-focused environments.
- Strong Excel skills, including the ability to analyze and report on data.
- Experience with database management and CRM systems.
- ServiceTitan experience is highly preferred.
- Strong leadership, coaching, and communication skills.
- Excellent organizational and time-management abilities.
- Ability to analyze performance data and turn it into actionable improvements.
- Strong problem-solving skills and the ability to handle customer escalations professionally.
- Comfortable working in a fast-paced environment with multiple priorities.
- Strong attention to detail and a results-driven mindset.
Why This Role Stands Out
- Play a key role in the performance and success of the customer service department.
- Work directly with leadership to improve processes and drive department goals.
- Make a measurable impact on customer satisfaction, team performance, and overall business results.
- Opportunity to grow within a growing organization.
Ready to Make an Impact?
If you're an experienced customer service or call center leader who knows how to motivate a team, analyze performance, and create an exceptional customer experience, we'd love to hear from you.
Tri-State Water, Power & Air is an Equal Opportunity Employer. All candidates must pass a comprehensive pre-employment screening upon hire, including a review of criminal history.
