Septic Pump Truck Technician
frankgayresidential
Contact Center Customer Service Manager
frankgayresidential· Customer Service & Support
About this role
Overview
Frank Gay Services is seeking a driven and dependable Contact Center Customer Service Manager to help lead our high-volume, fast-paced contact center supporting our HVAC, plumbing, and electrical teams. You’ll be the right hand to the Contact Center Manager, ensuring service excellence, optimizing workflows, and empowering a team of dispatchers and customer service representatives to deliver five-star experiences.
This role is ideal for someone who thrives on people leadership, thrives under pressure, and understands the unique rhythm of the skilled trades. If you can juggle metrics, coach like a pro, and keep a cool head during seasonal surges, this one's for you.
What’s in it for YOU:
- Team Leadership & Development
- Support the recruitment, training, and daily supervision of CSRs and dispatch staff.
- Lead by example to drive high performance, accountability, and positive culture.
- Monitor performance metrics and conduct coaching sessions to improve individual and team outcomes.
- Operational Excellence
- Assist in developing staffing plans, call routing, and daily workflows for maximum efficiency.
- Collaborate with the Contact Center Manager to implement SOPs and maintain service level agreements (SLAs).
- Handle escalated customer issues with professionalism and urgency.
- Performance Management & Reporting
- Track call center KPIs (e.g., call answer rate, booking rate, hold time, etc.).
- Identify trends and implement solutions to improve team productivity and customer satisfaction.
- Assist in creating and delivering reports to senior leadership.
- Cross-Functional Collaboration
- Partner with Field Operations, Sales, and HR to ensure seamless communication and service delivery.
- Support scheduling, dispatching, and customer follow-ups as needed.
- Ensure smooth communication between contact center and field techs during peak hours.
Benefits:
- Paid Vacation/PTO
- Medical, Dental, Vision Insurances, paid life insurance
- 401(k) with company match up to 4%
What you will bring:
- 2+ years of experience in a supervisory or assistant manager role within a contact center environment.
- Prior experience in the skilled trades industry or service business strongly preferred.
- Solid understanding of call center technology, CRM tools, and workforce management systems.
- Strong interpersonal, communication, and coaching skills.
- Ability to work flexible hours, including some evenings and weekends during high-demand seasons.
Frequently Asked Questions
Is the salary disclosed for the Contact Center Customer Service Manager position at frankgayresidential?
The salary for this Contact Center Customer Service Manager role at frankgayresidential is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Contact Center Customer Service Manager position at frankgayresidential located?
This Contact Center Customer Service Manager role at frankgayresidential is based in Orlando, FL, US. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Contact Center Customer Service Manager role at frankgayresidential full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Contact Center Customer Service Manager role in the Customer Service & Support department at frankgayresidential.
Which team or department does the Contact Center Customer Service Manager at frankgayresidential belong to?
This Contact Center Customer Service Manager position is part of the Customer Service & Support department at frankgayresidential. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Contact Center Customer Service Manager position at frankgayresidential?
Click the "Apply Now" button on this page. You will be redirected to frankgayresidential's official application portal hosted on icims where you can submit your application directly.
When was the Contact Center Customer Service Manager job at frankgayresidential posted?
This Contact Center Customer Service Manager position at frankgayresidential was posted on Sep 3, 2026. Apply as soon as possible — early applications are often reviewed first.
Contact Center Customer Service Manager
frankgayresidential
You'll be redirected to frankgayresidential's official application page on icims.