Customer Service Manager

Job Description

Job Description

The Customer Support Manager will lead a team of Customer Support Specialists within Carolina Cool. The Manager is responsible for team performance, daily tactical execution, and operational excellence. In addition to supervisory oversight, this role contributes to broader initiatives such as workforce management (WFM) reporting, schedule optimization, procedure documentation, and training coordination. Managers will be assigned ownership of specific operational support areas to strengthen the performance and scalability of the center.

Key Responsibilities:

• Directly manage Customer Support Specialists and provide leadership across the team.
• Monitor and drive team performance toward key operational metrics, including:
  • Booking Percentage
  • Call Quality
  • Call Abandonment Reduction
  • Calls Per Hour
  • Utilization Percentage
  • Average Handle Time (AHT) which includes hold times.
• Support daily operations by modeling and reinforcing professionalism, punctuality, flexibility, collaboration, and problem-solving behaviors.
• Actively participate in workforce management activities, including scheduling, staffing analysis, and coverage adjustments.
• Analyze operational reports and recommend action plans to improve performance.
• Collaborate with General Manager, Managers and Customer Support Specialists to deliver regular coaching sessions and written developmental feedback to Customer Support Specialists.
• Lead initiatives in one or more operational support areas:
  • Reporting and data analysis
  • Scheduling and workforce management
  • Procedure documentation and standardization
  • Training coordination and onboarding

• Raise potential strategic threats or operational risks to Carolina Cool leadership with data-driven insights.
• Support overflow call handling and coverage during high-demand periods when needed.
• Provide weekly report to payroll on newly sold and collected Maintenance Agreement commissions.
• Monitor daily all Customer Support Specialists clock in/clock out time in Service Titan. Make changes in Service Titan to reflect actual working hours.
• Partner with senior management to continuously improve operational processes and customer experience.
• Some weekend and evening shifts will be required.
• Other tasks as assigned by General Manager.

Qualifications:

• High school diploma or equivalent required; college degree preferred.
• 3+ years of customer service or call center experience required.
• 1+ years of experience managing or supervising teams.
• Strong leadership skills with the ability to coach, mentor, and develop supervisors and frontline staff.
• Demonstrated experience with operational reporting and workforce management principles.
• Exceptional written and verbal communication skills.
• Home services industry experience (HVAC, plumbing, electrical) is a plus.
• Experience with Service Titan or similar service management platforms is a plus.
• Proficiency in Microsoft Office applications (Excel, Word, Outlook, PowerPoint) required. Service Titan application experience necessary.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.

#ZR

Company DescriptionProviding quality HVAC, electrical, plumbing, & solar services to Myrtle Beach residents since 1985.

Company Description

Providing quality HVAC, electrical, plumbing, & solar services to Myrtle Beach residents since 1985.