Customer Experience Manager

Tom-Drexler-1; Tampa (FL); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid time off and holidays

Life and disability insurance

Job summary

Acree Plumbing Air & Electric – Call Center in Tampa, FL is seeking a Customer Experience Manager to lead, coach, and develop a growing CSR team on-site.

The role requires 5+ years leading customer service, proficiency with Excel and call center software, strong communication, and a track record of process improvement. Salary $70,000–$80,000 DOE plus annual bonus.

Qualifications

• 5+ years of leadership experience in customer service.
• 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.
• Willingness to travel to other local branches as needed.
• Flexible availability, including occasional weekends.

Responsibilities

• 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 to drive team accountability (booking rate, conversion, response time).
• 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.

Skills

Leadership

Customer communication

Process improvement

Cross-functional collaboration

Weekend availability

Travel to branches

Tools

Call center software

MS Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Experience Manager

Full Time Acree Plumbing, Air & Electric- Tampa, Tampa, FL, US

2 days ago Requisition ID: 1754

Salary Range: $70,000.00 To $80,000.00 Annually

Customer Experience Manager

Acree Plumbing Air & Electric – Call Center | Tampa, FL 33619

Full-Time | Exempt | On-site

Salary: $70,000 – $80,000 DOE + Annual Bonus Opportunity

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

Acree has been in business since 1967 (over 50 years!). We proudly service the Tampa community and the other counties: Pinellas, Pasco, some Polk, and Manatee. We offer same-day service from top-notch technicians that provide unparalleled customer service.

At Acree, we believe that our employees will take great care of our customers because we take great care of our employees. Everybody Wins!

Why work for Acree Plumbing Air & Electric?

• Career advancement – our install and HVAC department managers started as techs at Acree, and now they run the show!
• Celebrate Wins! - Company-paid seasonal and annual events.

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:

• 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 programCareer advancement and ongoing training

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

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report. These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.