Xtra Mile Cooling, Plumbing & Electrical, LLC has been a leading HVAC & Plumbing Company for over 20 years, based in in the Riviera Beach, FL area! We are a company committed to providing a great place to work for our employees. Our vision is to become the first-place people turn to for full-service home services, installations, and repairs for all their HVAC, Plumbing, Electrical and Generator needs. We are the home of the 5-star technician!! We invite you to be part of our team!

We are looking for an experienced and skilled Call Center/Customer Service Manager to supervise daily operations of our Customer Service Center.

Job Responsibilities:

• Manage and oversee the day-to-day operations of the call center, including staffing, training, and performance management.
• Monitor call center metrics and analyze data to identify trends and areas for improvement.
• Develop and implement strategies to improve call center efficiency and customer satisfaction.
• Work closely with other departments to ensure that customer issues are resolved quickly and effectively.
• Maintain and review department reports and KPIs.
• Back up for all Service Department Coordinators.
• Weekly meetings with Customer Support Staff that include procedural and soft skills training as well as motivational elements.
• Handle the receipt and resolution of all escalated incoming customer complaints.
• Grow the total number of new memberships and membership renewals.
• Assist the Service and Scheduling Coordinators in bringing resolution to the Service Department Recommendations.

Job Requirements:

• 4+ years of experience managing customer service or call center teams.
• Prior experience in a field/home services environment a plus.
• Excellent customer service principles and practices.
• Ability to analyze and present data.
• Experience in quality assurance monitoring.
• Experience using Service Titan and Dial Pad, a plus.

What We Offer in Return:

• Competitive pay with potential opportunities for bonus and commission
• Retirement is around the corner! Plan ahead with our 401K and generous Company Match
• Rest easy knowing your family’s health is important and we offer affordable Medical and Dental. We also offer Paid Vision benefits, and other voluntary programs including Short and Long-Term Disability, Life, ADD, Accident, and more!
• Get your $ sooner with our weekly payroll
• Give yourself a chance to recharge, recover and rest with PTO days…earn from Day One and the longer you stay, the more days you accumulate
• Enjoy additional time off with 7 Paid Holidays
• Become a master of your craft with continuous learning with opportunities for advancement and professional development
• With a company who cares about YOU, come to work, and enjoy what you do and with whom you work…
• ….and much more!

We are an equal opportunity employer!