Customer Service Manager - Maitland, FL

American Residential Services is the largest provider of residential services in the US, employing more than 7000 professionals across the country. ARS has been serving its customers with HVAC, Plumbing and Electrical solutions for over 45 years since its establishment in 1975.  

We're seeking an experienced Call Center Manager to lead, motivate, and oversee our customer service team at our Orlando-area Call Center. This individual will be responsible for managing daily operations for both remote and onsite inbound and outbound agents, ensuring ARS continues to deliver exceptional customer satisfaction.

Schedule:  Full-time - 2nd Shift | Thursday-Monday (Weekends and Evenings REQUIRED)

Salary:  $80-$95k Annually

Check out what we offer:

• Access to insurance available at 31 days of employment
• Low-cost Medical Insurance options, starting at $5 per week
• Dental and Vision Insurance options
• Health Savings Account or Flexible Spending Account
• 401(k) with company match
• HSA and Flexible Spending Account
• Paid Time Off & Holiday Pay
• Company paid life insurance
• Learn more by visiting www.myarsrewards.com/ 

(including but not limited to):

• Manage and develop the Customer Service Department, including hiring, training, scheduling, performance evaluations, disciplinary actions, and directing daily
• Identify and implement continuous improvement initiatives to enhance customer service systems and
• Maintain a high call capture rate for demand service
• Conduct call evaluations and provide coaching and feedback for
• Research complex customer issues and collaborate with staff to resolve discrepancies.
• Oversee outbound telemarketing programs to maximize opportunities within the existing customer
• Assist in achieving sales goals by supporting the generation of leads for products, equipment, and
• Forecast future call volumes and analyze historical trends to optimize staffing and
• Partner with dispatch to ensure alignment between service appointments and customer
• Compile data and generate productivity and performance
• Answer overflow calls and route
• Perform other duties as

• Bachelor's degree or equivalent combination of education and relevant
• Minimum 5–7 years of customer service experience, with at least 2+ years in a supervisory or call center management role.
• Industry and inside sales experience
• Experience managing customer interactions across multiple communication channels, including online
• Strong proficiency with Microsoft Office, especially Excel; ability to create and interpret
• Excellent leadership, organizational, and interpersonal
• Effective communicator with strong coaching and conflict resolution
• Tech-savvy with knowledge of phone systems and relevant software
• Familiarity with performance evaluation tools and
• Bilingual skills are a plus.

*This posting provides details on potential compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as an offer. **Sign-On Bonuses may be available; amounts depend on experience and will be paid out according to an offer letter addendum. American Residential Services provides equal employment opportunities to all individuals, both applicants and employees, without regard to race, color, religion, pregnancy, gender, marital status, national origin or ancestry, citizenship status, disability, medical condition, genetic characteristics or genetic information, age, military service or veteran status, or any other characteristic protected by applicable federal, state, or local laws prohibiting discrimination. For more information about how we collect and use personal information, see our privacy policy here: https://www.ars.com/privacy-policy.