Customer Care Manager

401k, Dental Insurance, Life Insurance, Medical Insurance, Vision

At The GOAT Plumbing, Air & Electric
, we believe exceptional home service starts long before a technician arrives at the door.

Serving homeowners throughout Tampa, Fort Myers, and Southwest Florida
, The GOAT is a growing home services company built on hard work, integrity, teamwork, and delivering an exceptional customer experience.

We take pride in providing reliable plumbing, heating, cooling, and electrical solutions while making sure every customer feels heard, valued, and taken care of.

Our continued growth comes from hiring great people, investing in their development, and creating a culture where employees are appreciated, supported, and given opportunities to succeed.

As we continue to expand, we're looking for a passionate, results-driven leader who can take our Customer Care team to the next level.

We are seeking an experienced, energetic, and results-driven Customer Care Manager to lead one of the most important departments within our organization.

This isn't just a call center management position. It's an opportunity to lead the team that creates the first impression of The GOAT.

Our Customer Care team is the voice of our company. Every incoming call, booked appointment, customer concern, and follow-up is an opportunity to build trust and create a customer for life.

As our Customer Care Manager, you'll be responsible for leading, coaching, and developing a high-performing team while driving booking performance, operational efficiency, and an exceptional customer experience.

You’ll establish clear expectations, create accountability, celebrate wins, and develop processes that help our team consistently deliver results.

The right leader understands that in the home services industry,
every call is an opportunity, every customer matters, and every team member plays a role in our success.

Lead, coach, motivate, and develop our Customer Care team.

Establish clear expectations for performance, professionalism, attendance, and accountability.

Conduct regular coaching sessions, call reviews, team meetings, and performance evaluations.

Identify individual strengths and opportunities for improvement.

Develop ongoing training programs that strengthen communication, booking skills, and customer service.

Create a positive, energetic, and results-driven team environment.

Recognize outstanding performance and celebrate team achievements.

Partner with Human Resources in recruiting, hiring, onboarding, and developing new Customer Care team members.

Ensure every customer interaction reflects The GOAT's commitment to exceptional service.

Establish consistent standards for inbound and outbound customer communication.

Handle escalated customer concerns with professionalism, empathy, and urgency.

Monitor customer interactions and identify opportunities to improve service quality.

Ensure customers receive accurate information regarding scheduling, appointments, and service expectations.

Build a customer-first culture focused on creating positive experiences and long-term relationships.

Empower team members to resolve concerns while maintaining company standards.

Drive strong booking conversion rates and maximize incoming service opportunities.

Monitor call volume, answer rates, abandoned calls, booking rates, and other key performance indicators.

Coach Customer Care Representatives on overcoming objections and confidently communicating the value of The GOAT's services.

Ensure missed calls, unbooked opportunities, and customer inquiries receive timely follow-up.

Identify trends affecting booking performance and implement strategies for improvement.

Develop a culture where the team understands the direct impact their performance has on company growth.

Collaborate with leadership to establish achievable performance goals and consistently work toward exceeding them.

Partner closely with Dispatch, Operations, and field leadership to create a seamless customer experience.

Maintain awareness of technician availability, scheduling capacity, and daily service demand.

Help ensure appointments are booked accurately and schedules are optimized.

Communicate scheduling challenges and customer concerns proactively.

Support effective coordination between Customer Care and field operations.

Ensure urgent customer needs are appropriately prioritized.