Customer Service Manager

American Plumbing Air & Electric – Call Center | Sanford, FL

Full-Time | Exempt | On-site

Salary: $65,000 – $72,000 DOE + Annual Bonus Opportunity

(Local candidates only – this is not a remote role.)

Lead with Purpose at One of Florida’s Fastest Growing Home Service Companies

American Plumbing Air & Electric is expanding in Sanford, FL—and we’re looking for a hands-on Customer Service Manager to lead our call center operations. This is a key leadership role responsible for coaching a team of 12+ CSRs, driving customer satisfaction, and optimizing booking and conversion rates.

If you're a natural leader with a passion for delivering top-tier customer experiences and building high-performing teams, we want to hear from you.

What You’ll Do:

• Lead, coach, and develop a growing team of Customer Service Representatives
• Build onboarding and development plans to support CSR growth and performance
• Handle escalated calls and model high-level service recovery practices
• Monitor KPIs such as booking rate, conversion, and response time to drive team accountability
• Collaborate with dispatch and branch managers to maximize schedule capacity and customer satisfaction
• Develop and document SOPs to create consistency and operational excellence
• Continuously identify process improvements to boost team efficiency
• Recruit and train new team members as the department scales
• Foster a team culture built on trust, ownership, and world-class service

What You Bring:

• Proven experience leading a high-performance customer service or call center team
• Proficiency in Microsoft Office, especially Excel, and call center software
• Strong communication skills and a customer-first mindset
• Track record of process improvement and cross-functional collaboration
• Comfortable in a fast-paced environment with multiple priorities
• Flexible availability, including occasional weekends
• Willingness to travel to other local branches as needed

Preferred Qualifications:

• Bachelor’s degree
• 5+ years of leadership experience in customer service
• Sales or negotiating experience a plus

Why You’ll Love Working With Us:

• Competitive salary + annual bonus opportunity
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Life and disability insurance
• Employee assistance program
• Generous employee discounts
• Career advancement and ongoing training

Join a company that’s committed to its people, its customers, and doing things the right way.

Apply today to make an impact at American Plumbing Air & Electric in Sanford, FL.

American Plumbing Air & Electric is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace. Reasonable accommodations will be made for qualified individuals with disabilities.