{"id":3652725,"url":"https://alion.io/job/cascade-services-customer-service-manager","title":"CUSTOMER SERVICE MANAGER","company":{"id":3866860,"name":"Cascade Services","domain":"cascadeservices.com","url":"https://alion.io/company/cascadeservices","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["West Palm Beach, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-11-03T00:38:22Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-08T08:41:16Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Title:\nCustomer Service Manager\nEast Coast Mechanical (ECM) | West Palm Beach, FL\nBe Part of a Winning Team!\nFor more than 40 years, East Coast Mechanical (ECM) has helped homeowners and businesses with their appliance, plumbing, and air conditioning needs. Serving customers throughout Broward and Palm Beach Counties, as well as Martin and St. Lucie Counties, ECM operates a fleet of more than 130 fully equipped service trucks. We are a recognized leader in home service warranty, HVAC, and A/C sales, generating more than $30 million in annual revenue.\nECM is growing, and we have an immediate opening for an experienced Customer Service Manager to lead our customer service team within our home warranty division.We arelooking for a hands-on, customer-focused leader with exceptional attention to detail, strong organizational and multitasking abilities, and a proven ability to develop teamsand deliver outstanding customer experiences. This is an exciting opportunity to take ownership of department operations, strengthen customer relationships, improve processes, and help shape the continued growth of our organization.\nWhat You'll Do:\nAsCustomer Service Manager,you will oversee theday-to-day operations of the department, including inbound and outbound calls, customer retention, team performance, and escalated customer concerns.\nYour responsibilities will include:\nLead and Develop the Team: Supervise, coach, mentor, and motivate Customer Service Representatives to deliver exceptional service and achieve department goals.\nProvide Hands-On Coaching: Deliver ongoing, real-time coaching and training to improve employee performance, customer interactions, and service quality.\nManage Customer Escalations: Troubleshoot, diagnose, and resolve escalated customer issues promptly and professionally.\nOversee Daily Operations: Manage inbound and outbound calls, customer inquiries, service requests, follow-ups, and customer retention efforts.\nImprove Department Processes: Evaluate existing procedures, identify opportunities for improvement, and implement strategies that increase efficiency and consistency.\nMonitor Performance: Review department performance reports, evaluate results, and recommend strategies to improve productivity and service standards.\nAnalyze Customer Feedback: Identify recurring concerns and develop solutions that improve the overall customer experience.\nBuild Team Accountability: Train and mentor team members to ensure alignment with company values, expectations, and business objectives.\nLead Team Meetings: Conduct weekly team meetings to communicate priorities, review performance, address challenges, and reinforce department goals.\nWhat We're Looking For:\nThe ideal candidate is an experienced customer service leader who can balance daily operations with team development, customer satisfaction, and department performance.\nQualifications include:\nAt least 3 years of supervisory or management experience in a call center or customer service environment, including direct management of Customer Service Representatives.\nProven experience in customer service management or a similar leadership position.\nOutstanding customer service and problem-solving skills.\nExceptional leadership, coaching, and team-development abilities.\nStrong verbal and written communication skills.\nHighly organized, detail-oriented, and capable of managing multiple priorities.\nProfessional and effective communication across email, text, and phone interactions.\nAbility to remain calm, composed, and solutions-oriented in a high-pressure environment.\nComputer proficiency, including data entry and Microsoft Excel.\nFamiliarity with the local geographical area is a plus.\nBilingual English/Spanish is a plus.\nWhy Join East Coast Mechanical?\nThis is more than a management position, it's an opportunity to help build something special.\nECM offers the opportunity to join an established, growing home services organization where your leadership can make a meaningful difference.You will have the ability to develop your team, improve department operations, strengthen customer relationships, and contribute to the company's continued success.\nCompensation & Benefits:\nWe offer competitive compensation and a comprehensive benefits package, including:\nCompetitive compensation\nBiweekly payroll\nMedical, dental, and vision insurance\nLife insurance\nShort-term and long-term disability coverage\nEmployee assistance program\nFlexible spending account\nPaid vacation and sick/personal time\n401(k)\nCareer advancement opportunities\nPosition Details:\nJob Type: Full-time\nLocation: 1727 Old Okeechobee Rd, West Palm, FL, 33409\nWork Location: In person\nReady to Take the Next Step?\nIf you're an experienced customer service leader who enjoys developing people, building strong teams, solving problems, and creating exceptional customer experiences, we would love to hear from you.\nJob Type: Full-time\nFor immediate consideration, please apply in person, or respond to this job post.\nThe Manager of Customer Operation’s success will be measured by many factors pertaining to the job, including, but not limited to:\nLeadership: Demonstrated ability to lead others and get results through others.\nPlanning - Ability to think ahead and plan over 1 to 3 months.\nManagement - Ability to organize and manage multiple priorities.\nProcedure and Process - Champion the belief and adherence to procedures and processes.\nProblem analysis and problem resolution at both strategic and tactical levels.\nCommitment to Company values.\nThey will have primary responsibility KPIs set by the Regional VP. A few examples may include:\n Average Resolution Time\n Average After Call Work Time\nMembership Business Growth\nCustomer Callbacks\nMinimum Qualifications\nExperience with Service Titan is desired\nProficiency in financial management and Budgeting\nComputer literacy, including Microsoft Office Suite\nFamiliarity with relevant software and tools, including project management and CRM systems.\nBusiness development skills with commercial clients\nMinimum of 3 years management experience in a matrixed organization\nExcellent oral, written, and interpersonal communication skills\nBachelor’s degree preferred but not required; minimum of four years in a similar role.\nPhysical Demands and Work Environment Physical Demands:\nSitting or standing for long periods of time\nTyping for long periods of time\nAbility to lift, push,andpullupto50lbs.\nTalking on the telephone for long periods of time\nNeeds use of voice, eye sight both near and distance \nWorking Environment:\nNormal Conditioned Office environment\nOccasional work in the field exposed to the elements.\nNote\nThis job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. 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