Customer Service Manager

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Administration West Palm Beach, FL, US

2 days ago Requisition

Job Title:

Customer Service Manager

East Coast Mechanical (ECM) | West Palm Beach, FL

Be Part of a Winning Team!

For more than 40 years, East Coast Mechanical (ECM) has helped homeowners and businesses with their appliance, plumbing, and air conditioning needs. Serving customers throughout Broward and Palm Beach Counties, as well as Martin and St. Lucie Counties, ECM operates a fleet of more than 130 fully equipped service trucks. We are a recognized leader in home service warranty, HVAC, and A/C sales, generating more than $30 million in annual revenue.

ECM is growing, and we have an immediate opening for an experienced Customer Service Manager to lead our customer service team within our home warranty division. We are looking for a hands‑on, customer‑focused leader with exceptional attention to detail, strong organizational and multitasking abilities, and a proven ability to develop teams and deliver outstanding customer experiences. This is an exciting opportunity to take ownership of department operations, strengthen customer relationships, improve processes, and help shape the continued growth of our organization.

What You’ll Do:

As Customer Service Manager, you will oversee the day-to-day operations of the department, including inbound and outbound calls, customer retention, team performance, and escalated customer concerns.

Your responsibilities will include:

• Lead and Develop the Team:
  Supervise, coach, mentor, and motivate Customer Service Representatives to deliver exceptional service and achieve department goals.
• Provide Hands-On
  
  Coaching:
  
  Deliver ongoing, real-time coaching and training to improve employee performance, customer interactions, and service quality.
• Manage Customer Escalations:
  Troubleshoot, diagnose, and resolve escalated customer issues promptly and professionally.
• Oversee Daily Operations:
  Manage inbound and outbound calls, customer inquiries, service requests, follow-ups, and customer retention efforts.
• Improve Department Processes:
  Evaluate existing procedures, identify opportunities for improvement, and implement strategies that increase efficiency and consistency.
• Monitor Performance:
  Review department performance reports, evaluate results, and recommend strategies to improve productivity and service standards.
• Analyze Customer Feedback:
  Identify recurring concerns and develop solutions that improve the overall customer experience.
• Build Team Accountability:
  Train and mentor team members to ensure alignment with company values, expectations, and business objectives.
• Lead Team Meetings:
  Conduct weekly team meetings to communicate priorities, review performance, address challenges, and reinforce department goals.

What We’re Looking For:

The ideal candidate is an experienced customer service leader who can balance daily operations with team development, customer satisfaction, and department performance.

Qualifications include:

• At least 3 years of supervisory or management experience in a call center or customer service environment, including direct management of Customer Service Representatives.
• Proven experience in customer service management or a similar leadership position.
• Outstanding customer service and problem‑solving skills.
• Exceptional leadership, coaching, and team‑development abilities.
• Strong verbal and written communication skills.
• Highly organized, detail‑oriented, and capable of managing multiple priorities.
• Professional and effective communication across email, text, and phone interactions.
• Ability to remain calm, composed, and…