NearU
Custom Air and Plumbing, a NearU Company in Sarasota, FL. i s seeking Customer Service Manager. At Custom Air and Plumbing, a NearU Company, we are committed to our employees, to their development, and to their work-life balance.
We respect you; we value you; we are NearU! Join our team to have the career and life that you deserve.
Position Overview:
The Customer Service Manager will oversee daily performance and operations of the Customer Support team at Custom Air and Plumbing. This includes supervising a team of Customer Support Specialists, driving key performance metrics, and leading broader initiatives in workforce management, process documentation, and training. This is a critical leadership role responsible for ensuring a seamless, professional customer service experience.
Key Responsibilities:
NearU is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, NearU may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
We respect you; we value you; we are NearU! Join our team to have the career and life that you deserve.
Position Overview:
The Customer Service Manager will oversee daily performance and operations of the Customer Support team at Custom Air and Plumbing. This includes supervising a team of Customer Support Specialists, driving key performance metrics, and leading broader initiatives in workforce management, process documentation, and training. This is a critical leadership role responsible for ensuring a seamless, professional customer service experience.
Key Responsibilities:
- Directly manage and support the Customer Support Specialists
- Monitor and drive performance against KPIs, including:
- Booking percentage
- Call quality
- Call abandonment rate
- Calls per hour
- Utilization rate
- Average Handle Time (AHT), including hold time
- Model and reinforce professionalism, punctuality, collaboration, and effective problem-solving
- Participate in workforce management tasks, such as scheduling and coverage planning
- Analyze operational reports and recommend action plans to improve performance
- Provide regular coaching, development feedback, and performance reviews
- Take ownership of one or more operational support areas, including:
- Reporting and data analysis
- Scheduling and workforce optimization
- Standardization of procedures and documentation
- Training coordination and onboarding
- Online reputation management
- Customer service-related escalation calls
- Proactively raise operational risks or strategic issues to leadership with supporting data
- Support overflow call handling during high-demand times
- Submit weekly reports to payroll for newly sold and collected Maintenance Agreement commissions
- Collaborate with senior management to identify and implement process improvements
- Availability to support weekend or evening shifts when needed
- Other duties as assigned by the General Manager
- High school diploma or equivalent required; college degree preferred
- 3+ years of customer service or call center experience
- 1+ years of team leadership or management experience
- Strong leadership skills with a focus on coaching and team development
- Experience with workforce management and operational metrics
- Excellent verbal and written communication skills
- HVAC, plumbing, or electrical industry experience is a plus
- Proficiency in Service Titan or a similar service management platform is highly preferred
- Skilled in Microsoft Office applications (Excel, Word, Outlook, PowerPoint)
- Ability to thrive in a fast-paced, evolving environment with multiple priorities
- Competitive salary based on experience
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Professional development and career advancement opportunities
- A collaborative and supportive team environment.
NearU is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, NearU may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.