Customer Service Assistant Manager

Tri-State Water, Power & Air; Cape Girardeau (MO); On-site; USD 50,000 - 70,000; Full time

Job summary

Tri-State Water, Power & Air in Cape Girardeau, MO is seeking a Customer Service Assistant Manager to oversee daily operations, performance, and goals of our customer service department. You will partner with leadership to keep the call center performing at a high level and ensure customers receive a positive, consistent experience.

The ideal candidate will have call center leadership experience, strong analytical and organizational skills, and understand both customer service and sales

Qualifications

• Ideal candidate has call center leadership experience and strong analytical skills.
• Understands both customer service and sales environments.
• ServiceTitan experience is a major plus.

Responsibilities

• Drive daily performance of the customer service call center with a focus on first-call resolution and customer satisfaction.
• Monitor call center performance and identify opportunities to improve efficiency, quality, and customer experience.
• Track, analyze, and report on KPIs.
• Handle customer escalations and work toward timely, effective resolutions.
• Train, coach, and support customer service representatives and call center agents.
• Assist with reviewing technician routes and assignments to improve efficiency and productivity.
• Oversee special projects and initiatives within the customer service department.
• Execute monthly membership campaigns and drive membership engagement and growth.
• Manage a variety of administrative responsibilities to support daily department operations.
• Collaborate with leadership to establish goals, monitor progress, and implement improvements.
• Help create a team culture focused on accountability, customer satisfaction, and results.

Skills

Call center leadership

Customer service & sales

Data analysis

Leadership

Coaching

Time management

Attention to detail

Tools

ServiceTitan

CRM systems

Excel

Job description

Cape Girardeau, MO | Leadership Role | Call Center Operations | Customer-Focused

Help Lead The Team That Drives The Customer Experience.

We’re looking for a Customer Service Assistant Manager to help oversee the daily operations, performance, and goals of our customer service department in Cape Girardeau, MO. This role will work closely with department leadership to keep the call center performing at a high level while ensuring customers receive a consistent, positive experience.

The ideal candidate has call center leadership experience, strong analytical and organizational skills, and understands both customer service and sales environments. Experience with ServiceTitan is a major plus.

What You’ll Own

• Drive daily performance of the customer service call center with a focus on first-call resolution and customer satisfaction.
• Monitor call center performance and identify opportunities to improve efficiency, quality, and customer experience.
• Track, analyze, and report on key performance indicators (KPIs).
• Handle customer escalations and work toward timely, effective resolutions.
• Train, coach, and support customer service representatives and call center agents.
• Assist with reviewing technician routes and assignments to improve efficiency and maximize productivity.
• Oversee special projects and initiatives within the customer service department.
• Execute monthly membership campaigns and help drive membership engagement and growth.
• Manage a variety of administrative responsibilities to support daily department operations.
• Work closely with leadership to establish goals, monitor progress, and implement improvements.
• Help create a team culture focused on accountability, customer satisfaction, and results.

What You Bring

• Previous call center experience in a team lead, senior, supervisory, or management role.
• Experience working in both customer service and sales-focused environments.
• Strong Excel skills, including the ability to analyze and report on data.
• Experience with database management and CRM systems.
• ServiceTitan experience is highly preferred.
• Strong leadership, coaching, and communication skills.
• Excellent organizational and time-management abilities.
• Ability to analyze performance data and turn it into actionable improvements.
• Strong problem-solving skills and the ability to handle customer escalations professionally.
• Comfortable working in a fast-paced environment with multiple priorities.
• Strong attention to detail and a results-driven mindset.

Why This Role Stands Out

• Play a key role in the performance and success of the customer service department.
• Work directly with leadership to improve processes and drive department goals.
• Make a measurable impact on customer satisfaction, team performance, and overall business results.
• Opportunity to grow within a growing organization.

Ready to Make an Impact?

If you're an experienced customer service or call center leader who knows how to motivate a team, analyze performance, and create an exceptional customer experience, we'd love to hear from you.

Tri-State Water, Power & Air is an Equal Opportunity Employer. All candidates must pass a comprehensive pre-employment screening upon hire, including a review of criminal history.

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