Call Center Manager (On-Site)
F.H. Furr —Georgetown, DE
- $70,000 - $100,000 a year
- Weekends as needed
- Background check
- Pass drug screening
- Residential
Quick Apply
Consumer Experience Manager
Perdue Farms Inc —Salisbury, MD
- $89,000 - $133,000 a year
- 7 years
- Marketing
- Office
- Disability insurance
- Health insurance
4d

Other jobs to consider

Find your next job by exploring related positions.

Front Desk Receptionist - Temp
BSD —Rehoboth Beach, DE
Manage front desk operations including handling incoming and outgoing mail and packages. Answer multi-line phone systems promptly using proper phone etiquette;…
From $15 an hour
Quick Apply
Client Care Coordinator
Griswold Home Care for Sussex & Kent Counties —Lewes, DE
Benefits for this position include health, dental, and vision insurance, vacation, paid time off, and a matching 401(k) plan.
$23 - $27 an hour
Quick Apply

Show more related jobs

Explore jobs in cities nearby

Check out jobs in cities near your current location, Columbus

Customer Service Manager
James and James Fulfilment Ltd. —Columbus, OH
Resilience under pressure, and confidence holding others accountable and making escalation calls. You'll be the point of escalation for complex or high-risk…
$65,000 - $75,000 a year
Quick Apply
7d
Field Service Manager
InfoSight Corporation —Chillicothe, OH
Valid driver’s license and clean driving record. 5+ years of experience in field service or technical service roles, with 2+ years in a supervisory or…
$70,000 - $90,000 a year
Quick Apply

Show more jobs in cities nearby

I want to receive the latest job alert for customer support & client services managers in millsboro, de

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

customer support & client services managers jobs near millsboro, de

Plant Manager jobs in Georgia

Experience Manager jobs in Louisville, KY

Experience Manager jobs in Gray, TN

15 Years Old No Experience jobs in Fort Worth, TX

Experience Manager jobs in Ballwin, MO

Supply Chain Manager jobs in Minneapolis, MN

Experience Manager jobs in Fort Worth, TX

Driver No Experience Cdl Truck jobs in Florida

Open Call jobs in New York, NY

Call Center Supervisor jobs in Canton, OH

Centerpoint Medical Center jobs in Independence, MO

Call Center Supervisor jobs in Farmington Hills, MI

Surgery Center jobs in Jacksonville, FL

Maintenance Supervisor jobs in Jacksonville, FL

Call Center Supervisor jobs in Cary, NC

Call Center Supervisor jobs in Pasadena, CA

Call Center Manager (On-Site)

F.H. Furr -
Georgetown, DE

Quick Apply

Job Details

Full-time
$70,000 - $100,000 a year

Qualifications

Customer communication

Full Job Description

Call Center Manager (Onsite – Georgetown, DE)

Position Summary

F.H. Furr is seeking an experienced Call Center Manager to lead and develop a team of customer service and booking agents in Georgetown, Delaware. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment bookings, supporting day-to-day contact center operations, and ensuring alignment with our Plumbing, HVAC, and Electrical service teams. The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to deliver outstanding results for homeowners across our service areas. F.H. Furr provides residential plumbing, heating, cooling, and electrical services throughout the Mid-Atlantic region and is headquartered in Manassas, VA.

Key Responsibilities

Team Leadership & Performance Management

Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
Support onboarding and training of new hires while reinforcing F.H. Furr's customer-first culture.

Customer Experience & Escalation Management

Manage escalated customer concerns and ensure timely, professional resolution.
Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.
Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.

Contact Center Operations

Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
Assign and maintain agent skill groups and routing configurations.
Generate and analyze daily, weekly, and monthly operational reports.
Track and communicate key performance metrics to leadership.

Cross-Functional Partnership

Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.
Support coordination between the contact center and field teams to ensure seamless customer experiences.
Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.

Administrative & Compliance Responsibilities

Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
Maintain accurate documentation related to coaching, performance management, and employee development.
Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.

What We're Looking For

Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
Strong coaching, communication, and employee development skills.
Experience managing KPIs, service levels, conversion metrics, and quality performance.
Ability to analyze operational data and drive continuous improvement.
Strong problem-solving and escalation management capabilities.
Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
Ability to thrive in a fast-paced, high-volume service organization.
HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.

Success Measures

Service Level Achievement
Appointment Booking & Conversion Rates
Customer Satisfaction (CSAT)
Quality Assurance Scores
Membership Performance & Retention
Agent Productivity, Utilization & Adherence
Attendance, Engagement & Retention
Escalation Resolution Effectiveness
Coaching & Employee Development Outcomes
Payroll Accuracy & Operational Compliance

Work Location

Onsite – Georgetown, DE (F.H. Furr Delaware Location)

Join a trusted industry leader and play a key role in delivering exceptional service experiences while supporting the growth and success of F.H. Furr's Plumbing, HVAC, and Electrical business.

F.H. Furr may conduct a pre-employment background check and drug test, subject to applicable law.

Quick Apply

Refine Your Search

customer support & client services managers jobs in millsboro, de