Customer Service Manager
Location: Pinellas Park, FL
Job Type: Full-Time
Company: HireAligned
Salary: $60,000 - $70,000 per year
Category: Customer Experience
Job Description Apply Now
Customer Service Manager
Joe Cool Home Services is seeking a dedicated and experienced Customer Service Manager to oversee our customer service and dispatch operations on a full-time basis. As a growing company committed to delivering superior customer experiences, we are looking for a hands-on leader with a passion for developing teams and driving operational excellence. This position offers the opportunity to make a significant impact on both the customer journey and the overall performance of our business in the vibrant Tampa Bay area. Working at Joe Cool Home Services means being part of a collaborative environment that values professionalism, teamwork, and innovation.
The Customer Service Manager will take charge of leading our team of Customer Service Representatives (CSRs) and Dispatchers, providing coaching, mentorship, and support to ensure our clients receive outstanding service from the first call through to job completion. This role is ideal for a proactive individual who thrives in a dynamic atmosphere, enjoys continuous process improvement, and is motivated by measurable results. If you are searching for a leadership position where you can be directly involved in daily operations and play a key role in building an exceptional customer experience team, this is the opportunity for you.
Customer Service Manager - Summary- Lead and manage the customer service and dispatch teams, ensuring high performance and excellent customer experiences.
- Work hands-on with the team, taking customer calls and handling dispatch duties as needed.
- Drive operational improvements and efficiency within the department, collaborating with company leadership.
- Foster a positive and accountable team culture aligned with company values.
- Play an essential role in the ongoing growth and success of Joe Cool Home Services.
- Supervise, coach, and develop a team of Customer Service Representatives and Dispatchers.
- Regularly participate in customer interactions and dispatch activities to maintain a pulse on operations.
- Conduct one-on-one meetings, coaching sessions, and formal performance reviews with team members.
- Recruit, onboard, and train new employees as the department expands.
- Monitor and review recorded calls, providing feedback to enhance customer experience and booking conversion rates.
- Track department key performance indicators (KPIs) and implement strategies for ongoing improvement.
- Step in to cover CSR or Dispatcher duties during periods of high demand or staffing shortages.
- Work closely with company leadership to refine processes and optimize operational outcomes.
- Establish clear expectations, accountability measures, and performance standards for the team.
- Promote a customer-centric approach and encourage team collaboration and accountability.
- Competitive salary commensurate with experience.
- Performance-based bonus opportunities.
- PTO (Paid Time Off) and paid holidays, including a paid birthday off.
- Comprehensive medical, dental, vision, and life insurance plans.
- 401(k) retirement plan with company match.
- Leadership development and career advancement opportunities.
- Access to state-of-the-art technology, including ServiceTitan software.
- Supportive, team-oriented work environment designed for growth and success.
- Minimum of three to five years of experience in customer service, call center, or operations leadership roles.
- Demonstrated experience managing customer service and/or dispatch teams.
- Proven ability to coach, mentor, and develop employees for high performance.
- Experience in the home services industry is strongly preferred.
- Familiarity with ServiceTitan or similar customer management software is a plus.
- Strong leadership, communication, and interpersonal skills.
- Effective conflict-resolution and problem-solving abilities.
- Analytical mindset with the ability to use KPIs to support decision-making and team improvement.
- Exceptional organizational skills and attention to detail.
- Able to multitask and remain composed in a fast-paced environment.
- Customer-focused approach with a drive to enhance team and business outcomes.
- A results-driven leader who enjoys hands-on involvement in daily operations.
- Proactive in identifying areas for improvement and implementing effective solutions.
- Excels at building positive relationships with both customers and team members.
- Comfortable using technology and data to drive operational excellence.
- Thrives in a fast-growing, team-oriented environment and is motivated by professional development.
- Working at Joe Cool Home Services offers the opportunity to be part of a respected and expanding company in the thriving Tampa Bay region.
- The Customer Service Manager will be instrumental in shaping the future of the customer experience department.
- Employees are supported with ongoing training, modern technology, and a collaborative culture dedicated to success.
- All qualified applicants are encouraged to apply, as Joe Cool Home Services is committed to equal employment opportunity and diversity in the workplace.
If you are a motivated leader seeking a fulfilling role where you can make a real difference, we encourage you to apply for the Customer Service Manager position by clicking the job application button. Join Joe Cool Home Services and help drive our mission of delivering exceptional service and operational excellence!