Customer Service Manager

Job Description

Salary: $65,000/Annually

About RooterPLUS!

Founded in 1994, RooterPLUS! Plumbing, Septic & Restoration has built a reputation for delivering exceptional customer service throughout Metro Atlanta. We are guided by our core values: responsibility, trustworthiness, fairness, honesty, and respect. Through competence, reliability, and professionalism, we develop lasting relationships with our customers always applying urgency to deliver top-tier value and service.

Job Summary

We are seeking a driven and experienced Customer Service Manager to lead our customer care team and ensure seamless communication and service delivery across our plumbing, septic, and restoration divisions. This individual will play a crucial role in strengthening customer relationships, optimizing team efficiency, and maintaining high service standards.

The ideal candidate will thrive in a fast-paced, dynamic environment, demonstrating leadership, a can-do attitude, and a commitment to exceptional customer service. This role requires flexible availability, including evenings and weekends.

Key Responsibilities

Manage and lead the customer service team to ensure exceptional customer interactions

Oversee scheduling and coordination with dispatch and field technicians

Develop and implement customer service protocols to boost team performance and customer satisfaction

Resolve escalated issues promptly and professionally

Promote internal communication and operational efficiency

Support hiring, training, and ongoing coaching for customer service representatives

Analyze KPIs and customer feedback to identify areas for improvement

Qualifications

3+ years of customer service management or supervisory experience

Background in home services industries (plumbing, HVAC, restoration) is preferred

Excellent leadership, problem-solving, and communication skills

Proficiency in CRM and scheduling platforms, ServiceTitan experience is a plus!

Availability for day, evening, and weekend shifts

Strong organizational and time management abilities

Benefits

401(k) with company matching contribution up to 2%

Health, dental, vision, and life insurance

Paid Time Off

Employee assistance program

Employee discounts

Restoration Referral Money

Schedule:

Monday-Friday 7am-4pm

Weekend availability required (remote)

Location:

Cumming, GA

RooterPLUS! is a Drug-Free Workplace

If you are passionate about customer care, ready to lead a motivated team, and excited to be part of a growing business that values integrity and service excellence, we want to hear from you!

Full-time