Job Description

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 solutions-oriented in a high-pressure environment.
• Computer proficiency, including data entry and Microsoft Excel.
• Familiarity with the local geographical area is a plus.
• Bilingual English/Spanish is a plus.

Why Join East Coast Mechanical?

This is more than a management position, it's an opportunity to help build something special.

ECM offers the opportunity to join an established, growing home services organization where your leadership can make a meaningful difference. You will have the ability to develop your team, improve department operations, strengthen customer relationships, and contribute to the company's continued success.

Compensation & Benefits:

We offer competitive compensation and a comprehensive benefits package, including:

• Competitive compensation
• Biweekly payroll
• Medical, dental, and vision insurance
• Life insurance
• Short-term and long-term disability coverage
• Employee assistance program
• Flexible spending account
• Paid vacation and sick/personal time
• 401(k)
• Career advancement opportunities

Position Details:

• Job Type: Full-time
• Location: 1727 Old Okeechobee Rd, West Palm, FL, 33409
• Work Location: In person

Ready to Take the Next Step?

If you're an experienced customer service leader who enjoys developing people, building strong teams, solving problems, and creating exceptional customer experiences, we would love to hear from you.

Job Type: Full-time

For immediate consideration, please apply in person, or respond to this job post.

The Manager of Customer Operation’s success will be measured by many factors pertaining to the job, including, but not limited to:

• Leadership: Demonstrated ability to lead others and get results through others.
• Planning – Ability to think ahead and plan over 1 to 3 months.
• Management – Ability to organize and manage multiple priorities.
• Procedure and Process – Champion the belief and adherence to procedures and processes.
• Problem analysis and problem resolution at both strategic and tactical levels.
• Commitment to Company values.

They will have primary responsibility KPIs set by the Regional VP. A few examples may include:

1. Average Resolution Time
2. Average After Call Work Time
3. Membership Business Growth
4. Customer Callbacks

Minimum Qualifications

• Experience with Service Titan is desired
• Proficiency in financial management and Budgeting
• Computer literacy, including Microsoft Office Suite
• Familiarity with relevant software and tools, including project management and CRM systems.
• Business development skills with commercial clients
• Minimum of 3 years management experience in a matrixed organization
• Excellent oral, written, and interpersonal communication skills
• Bachelor’s degree preferred but not required; minimum of four years in a similar role.

Physical Demands and Work Environment Physical Demands:

• Sitting or standing for long periods of time
• Typing for long periods of time
• Ability to lift, push,andpullupto50lbs.
• Talking on the telephone for long periods of time
• Needs use of voice, eye sight both near and distance

Working Environment:

• Normal Conditioned Office environment
• Occasional work in the field exposed to the elements.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.