Oates Energy Inc.
Manager of Customer Service
Oates Energy Inc., Fayetteville, North Carolina, United States, 28305
Join to apply for the
Manager of Customer Service
role at
Oates Energy .
1 week ago Be among the first 25 applicants
Join to apply for the
Manager of Customer Service
role at
Oates Energy .
This range is provided by Oates Energy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $25.00/hr - $30.00/hr
About Us We are a leading third-party utility billing and submetering company, specializing in water and sewer billing for multifamily apartment communities, condominiums, manufactured housing parks, and retail centers. Our mission is to provide accurate, transparent, and efficient billing services while delivering an exceptional experience for both property managers and residents.
Position Overview We are seeking a Manager of Customer Service to lead our on-site customer service department in Jacksonville, FL. This leader will oversee all day-to-day operations of the call center, manage a team of representatives, enforce service standards, and drive performance against key metrics such as response times, call resolution, and customer satisfaction. The ideal candidate is process-driven, highly organized, and skilled at balancing quality service with operational efficiency.
Key Responsibilities Leadership & Team Management
Lead, train, and develop a team of customer service representatives, including hiring and ongoing coaching.
Set clear performance goals, expectations, and accountability measures for the team.
Foster a positive, professional, and customer‑first culture within the department.
Customer Service Operations
Monitor daily call center operations to ensure optimal staffing, scheduling, and resource allocation.
Establish and enforce service‑level standards, including maximum hold times and average call duration.
Serve as the senior point of escalation for customer issues and ensure timely resolution.
Process & Performance Management
Track and analyze KPIs to evaluate department performance and identify areas for improvement.
Implement process improvements to reduce hold times and improve call efficiency without sacrificing service quality.
Maintain a robust quality assurance program to monitor representative performance.
Cross‑Department Collaboration
Work closely with account management, billing, and technical teams to resolve customer issues quickly.
Provide leadership with insights from customer feedback to guide product and service improvements.
Support company initiatives related to customer satisfaction, retention, and compliance.
Qualifications
3–5 years of customer service experience, with at least 1–2 years in a supervisory or management role.
Experience managing call center operations strongly preferred.
Strong understanding of customer service metrics, reporting, and quality assurance.
Excellent communication, coaching, and conflict resolution skills.
Proven track record of improving service efficiency and customer satisfaction.
High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
Compensation & Benefits
Pay: $25+ per hour (depending on experience).
Bonus Opportunities: Performance-based bonuses tied to departmental KPIs.
Health, dental, and vision insurance.
401(k) plan with company match.
Paid time off and holidays.
Schedule: Monday through Friday, 9:00 AM – 5:00 PM
Key KPIs for This Role
Maximum hold time: ≤ 5 minutes.
Average call length: 4–5 minutes.
First‑call resolution rate.
Customer satisfaction scores (CSAT).
Repeat call rate (low recurrence of the same issue).
Call abandonment rate.
What Success Looks Like
Customers never wait longer than 5 minutes to speak with a representative.
Calls are resolved efficiently in 4–5 minutes, with minimal repeat calls.
The department achieves strong first‑call resolution and CSAT scores.
A well‑trained, motivated team delivers consistent, professional customer service.
Job Type Full‑time
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Work Location: Hybrid
Seniority level Entry level
Employment type Full‑time
Job function Other
Industries Utilities
Referrals increase your chances of interviewing at Oates Energy by 2x
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Manager of Customer Service
role at
Oates Energy .
1 week ago Be among the first 25 applicants
Join to apply for the
Manager of Customer Service
role at
Oates Energy .
This range is provided by Oates Energy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $25.00/hr - $30.00/hr
About Us We are a leading third-party utility billing and submetering company, specializing in water and sewer billing for multifamily apartment communities, condominiums, manufactured housing parks, and retail centers. Our mission is to provide accurate, transparent, and efficient billing services while delivering an exceptional experience for both property managers and residents.
Position Overview We are seeking a Manager of Customer Service to lead our on-site customer service department in Jacksonville, FL. This leader will oversee all day-to-day operations of the call center, manage a team of representatives, enforce service standards, and drive performance against key metrics such as response times, call resolution, and customer satisfaction. The ideal candidate is process-driven, highly organized, and skilled at balancing quality service with operational efficiency.
Key Responsibilities Leadership & Team Management
Lead, train, and develop a team of customer service representatives, including hiring and ongoing coaching.
Set clear performance goals, expectations, and accountability measures for the team.
Foster a positive, professional, and customer‑first culture within the department.
Customer Service Operations
Monitor daily call center operations to ensure optimal staffing, scheduling, and resource allocation.
Establish and enforce service‑level standards, including maximum hold times and average call duration.
Serve as the senior point of escalation for customer issues and ensure timely resolution.
Process & Performance Management
Track and analyze KPIs to evaluate department performance and identify areas for improvement.
Implement process improvements to reduce hold times and improve call efficiency without sacrificing service quality.
Maintain a robust quality assurance program to monitor representative performance.
Cross‑Department Collaboration
Work closely with account management, billing, and technical teams to resolve customer issues quickly.
Provide leadership with insights from customer feedback to guide product and service improvements.
Support company initiatives related to customer satisfaction, retention, and compliance.
Qualifications
3–5 years of customer service experience, with at least 1–2 years in a supervisory or management role.
Experience managing call center operations strongly preferred.
Strong understanding of customer service metrics, reporting, and quality assurance.
Excellent communication, coaching, and conflict resolution skills.
Proven track record of improving service efficiency and customer satisfaction.
High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
Compensation & Benefits
Pay: $25+ per hour (depending on experience).
Bonus Opportunities: Performance-based bonuses tied to departmental KPIs.
Health, dental, and vision insurance.
401(k) plan with company match.
Paid time off and holidays.
Schedule: Monday through Friday, 9:00 AM – 5:00 PM
Key KPIs for This Role
Maximum hold time: ≤ 5 minutes.
Average call length: 4–5 minutes.
First‑call resolution rate.
Customer satisfaction scores (CSAT).
Repeat call rate (low recurrence of the same issue).
Call abandonment rate.
What Success Looks Like
Customers never wait longer than 5 minutes to speak with a representative.
Calls are resolved efficiently in 4–5 minutes, with minimal repeat calls.
The department achieves strong first‑call resolution and CSAT scores.
A well‑trained, motivated team delivers consistent, professional customer service.
Job Type Full‑time
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Work Location: Hybrid
Seniority level Entry level
Employment type Full‑time
Job function Other
Industries Utilities
Referrals increase your chances of interviewing at Oates Energy by 2x
Sign in to set job alerts for “Customer Service Manager” roles. Raeford, NC $55,000.00-$67,500.00 2 hours ago
Store Management - Cross Creek Mall, Fayetteville, NC Assistant Store Manager - Cross Creek, Fayetteville, NC Fayetteville, NC $22.05-$30.30 1 month ago
Full Time Assistant Store Manager (Store 0889) Fayetteville, NC $10.75-$14.75 1 month ago
Full Time Assistant Store Manager (Store 4975) Fayetteville, NC $10.75-$14.75 1 month ago
Full Time Assistant Store Manager (Store 5715) Fayetteville, NC $10.75-$14.75 1 month ago
Full Time Assistant Store Manager (Store 6770) Fayetteville, NC $10.75-$14.75 1 month ago
(USA) Operations Manager - Floor, Hope Mills NC 6040 Hope Mills, NC $84,000.00-$126,000.00 2 weeks ago
Full Time Assistant Store Manager (Store 7624) Fayetteville, NC $10.75-$14.75 1 month ago
Direct Sales - Territory Training & Sales Manager-Fayetteville, NC Full Time Assistant Store Manager (Store 5729) We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr