Customer Service Assistant Manager

Tri-State Water, Power & Air; Cape Girardeau (MO); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Paid vacations

Paid holidays

Personal days

Health insurance

Dental insurance

Disability insurance

401k plan

Job summary

Tri-State Water, Power & Air is seeking a Customer Service Assistant Manager to oversee the Cape Girardeau call center operations, driving daily performance, customer satisfaction, and team accountability.

You'll collaborate with leadership to set goals, coach representatives, manage workflows, and execute campaigns that grow membership and improve efficiency in a fast-paced environment.

Qualifications

• Experience leading a call center or customer service team.
• Experience in customer service and sales environments.
• Strong analytical and organizational skills.

Responsibilities

• Drive daily performance of the call center with focus on first-call resolution and satisfaction.
• Monitor performance, identify efficiency improvements, and report KPIs.
• Coach and train customer service representatives.
• Oversee campaigns and assignments to improve productivity.
• Collaborate with leadership to set goals and implement improvements.
• Foster a customer-focused team culture.

Skills

Call center leadership

Customer service

Sales experience

Analytical skills

Excel

Tools

ServiceTitan

CRM systems

Job description

Start Your Career at Tri-State & Join Our Team!

Since 1992, Tri-State Water, Power & Air has helped families improve their quality of life with cutting edge products and excellent customer service. With locations across the Mid-South, Tri-State offers a variety of services to our customers! Our teams provide sales, installation, and service on some of the industry’s best products, including whole home stand-by generators, safe room shelters, traditional and tankless water heaters. We continue to expand our offerings in professional home services, like plumbing and HVAC.

Team members enjoy benefits including paid vacations, paid holidays, personal days, health, dental and disability insurance, and a 401k plan.

If you are looking for a high performing team with an exciting future, you’ve come to the right place.

* Tri-State is an equal opportunity employer and requires a background check as a contingency of employment.

Location: Cape Girardeau, MO

Job Id:559

# of Openings: 1

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?

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.