Quality Assurance Supervisor - Altamonte Springs, FL

Join American Residential Services (ARS), the largest provider of residential HVAC, Plumbing, and Electrical services in the U.S., employs over 7,000 professionals nationwide. With 45+ years of experience, we proudly deliver top-quality service to customers every day.

Location:  975 Keller Rd., Altamonte Springs, FL 32714

Pay Range: $55,000–$60,000/annually
Schedule: Various shifts between 8am and 8pm with rotating weekends

The Altemonte Springs Call Center is responsible for fielding inbound sales calls from potential customers across the country. The Quality Assurance Supervisor is responsible for leading the resolution of escalated customer complaints and ensuring every concern is addressed with urgency, empathy, and professionalism. You’ll work cross-functionally with operations, sales, and customer service teams to improve customer experience, reduce future complaints, and protect the ARS brand.

What We Offer:

• Weekly pay via direct deposit
• Commission on top of hourly rate
• Paid training
• Ongoing training through in-house Learning & Development programs
• Full-time employees also receive:
  • Insurance available after 31 days
  • Low-cost medical (as low as $5/week)
  • Dental, vision, HSA/FSA
  • 401(k) with company match
  • Paid time off + holiday pay
  • Company-paid life insurance

This role requires a strong communicator with sound judgment, excellent conflict resolution skills, and a proactive mindset focused on customer satisfaction and retention.

• Serve as the primary point of contact for escalated customer issues via phone, email, and internal referrals
• Investigate complaints by reviewing service records, speaking with the branchmanagers, and analyzing relevant documentation
• Use the Freshdesk ticketing system to log, track, and monitor complaint progress
• Communicate daily with department leads and frontline managers to provide updates on open complaints
• Recommend and facilitate service corrections, refunds, goodwill gestures, or service credits as needed
• Generate reports to identify complaint trends and improvement opportunities
• Support post-resolution engagement efforts such as follow-up calls
• Train or coach teams on common service pitfalls based on QA findings
• Perform administrative tasks including recordkeeping, report generation, and data entry
• Other duties as assigned by leadership

What You Need:

• 3+ years of customer service experience required
• 2+ years in a Quality Assurance or Customer Satisfaction role preferred
• Prior experience with customer complaint resolution, retention strategies, or service recovery a strong plus
• Proficient in Microsoft Office (Excel, Outlook, Word) and CRM tools
• Strong interpersonal, written, and verbal communication skills
• Must be highly organized with the ability to multitask and prioritize effectively
• Comfortable navigating conflict and de-escalating sensitive issues

Note: This posting outlines potential pay ranges and opportunities, which are not guaranteed and do not represent a formal offer. Additional compensation may be offered based on experience and will be outlined in an offer letter addendum. ARS is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status under applicable federal, state, or local laws. Privacy policy available upon request.