Customer Service Manager

Do you thrive in a fast-paced, data-driven environment where positivity, precision, and people skills collide? At ABC Plumbing, Sewer, Heating, Cooling & Electric, we’re looking for a Customer Service Manager who can blend analytical horsepower with genuine team energy.

We believe in working hard, having fun, and delivering an exceptional customer experience — every single time. As a company named Employer of Choice for our culture and employee engagement, we’re looking for someone ready to get in the trenches, roll up their sleeves, and lead a talented CSR team through rapid growth and constant improvement.

What You’ll Do

• Coach and develop a team of high-energy Customer Service Representatives through regular one-on-ones, call reviews, and performance feedback.
• Analyze performance data daily to identify patterns, drive accountability, and ensure consistent call quality and conversion results.
• Dive into new systems quickly — mastering dashboards, metrics, and workflows to optimize how the team books calls and delivers five-star service.
• Lead with creativity, designing seasonal contests, incentive programs, and team-building ideas that make a repetitive job exciting and fun.
• Partner cross-departmentally with Dispatch, Marketing, and Field Operations to improve communication and enhance the customer journey.
• Hire, train, and onboard new CSRs while maintaining a strong, upbeat team culture.
• Forecast call volume and staffing needs, ensuring the schedule matches demand and no customer is left waiting.
• Report on trends and key performance metrics during management meetings, offering data-backed recommendations and process improvements.

What You Bring

• 7+ years in customer service leadership, with at least 5 in a call center management role overseeing 20+ representatives.
• Strong data analysis and Excel/reporting abilities — you can translate numbers into action plans.
• Proven success in coaching, training, and motivating large teams toward measurable results.
• Fast learner who embraces new technology and systems with enthusiasm.
• Creative and fun-spirited approach to keeping the department energized and engaged.
• Excellent communication, organization, and problem-solving skills.
• A “whatever it takes” attitude balanced with a lighthearted, team-first mindset.
• Bachelor’s degree preferred.

Why You’ll Love It Here

• Competitive pay and performance incentives
• Major medical and dental insurance
• 401(k) with company match
• Paid time off and paid training
• Career advancement in a growing, innovative company
• Family-oriented, upbeat culture with regular company events

If you’re ready to lead with data, heart, and hustle — and make work feel a little more fun along the way — we’d love to meet you.

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Management: 5 years (Required)

Work Location: In person