Location: Jacksonville, FL (In-Person)
Compensation: $29+ hourly pay in addition to performance-based bonuses
About Us
We are a leading third-party utility billing and submetering company, specializing in water and sewer billing for multifamily apartment communities, condominiums, manufactured housing parks, and retail centers. Our mission is to provide accurate, transparent, and efficient billing services while delivering an exceptional experience for both property managers and residents.
Position Overview
We are seeking a Manager of Customer Service to lead our on-site customer service department in Jacksonville, FL. This leader will oversee all day-to-day operations of the call center, manage a team of representatives, enforce service standards, and drive performance against key metrics such as response times, call resolution, and customer satisfaction. The ideal candidate is process-driven, highly organized, and skilled at balancing quality service with operational efficiency.
Key Responsibilities
Leadership & Team Management
- Lead, train, and develop a team of customer service representatives, including hiring and ongoing coaching.
- Set clear performance goals, expectations, and accountability measures for the team.
- Foster a positive, professional, and customer-first culture within the department.
Customer Service Operations
- Monitor daily call center operations to ensure optimal staffing, scheduling, and resource allocation.
- Establish and enforce service-level standards, including maximum hold times and average call duration.
- Serve as the senior point of escalation for customer issues and ensure timely resolution.
Process & Performance Management
- Track and analyze KPIs to evaluate department performance and identify areas for improvement.
- Implement process improvements to reduce hold times and improve call efficiency without sacrificing service quality.
- Maintain a robust quality assurance program to monitor representative performance.
Cross-Department Collaboration
- Work closely with account management, billing, and technical teams to resolve customer issues quickly.
- Provide leadership with insights from customer feedback to guide product and service improvements.
- Support company initiatives related to customer satisfaction, retention, and compliance.
Qualifications
- 3–5 years of customer service experience, with at least 1–2 years in a supervisory or management role.
- Experience managing call center operations strongly preferred.
- Strong understanding of customer service metrics, reporting, and quality assurance.
- Excellent communication, coaching, and conflict resolution skills.
- Proven track record of improving service efficiency and customer satisfaction.
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
Compensation & Benefits
- Pay: $25+ per hour (depending on experience).
- Bonus Opportunities: Performance-based bonuses tied to departmental KPIs.
- Health, dental, and vision insurance.
- 401(k) plan with company match.
- Paid time off and holidays.
- Schedule: Monday through Friday, 9:00 AM – 5:00 PM (in-person).
Key KPIs for This Role
- Maximum hold time: ≤ 5 minutes.
- Average call length: 4–5 minutes.
- First-call resolution rate.
- Customer satisfaction scores (CSAT).
- Repeat call rate (low recurrence of the same issue).
- Call abandonment rate.
What Success Looks Like
- Customers never wait longer than 5 minutes to speak with a representative.
- Calls are resolved efficiently in 4–5 minutes, with minimal repeat calls.
- The department achieves strong first-call resolution and CSAT scores.
- A well-trained, motivated team delivers consistent, professional customer service.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
What We Do
Join the Oates Energy Team
Innovating the Future of Utility Management
At Oates Energy, we are not just about energy solutions; we are about making a lasting impact on communities and building a sustainable future. Founded by the visionary team behind Envirotech, we’ve carried forward the legacy of collaborative client relationships, superior products, and top-tier service. With a focus on multifamily housing, our mission is clear: help property owners and management companies conserve resources, reduce costs, and enhance utility expense recovery programs.
As a leader in the sub-metering industry, Oates Energy has provided turnkey solutions to over 100,000 residents nationwide. But we’re not just about numbers; we’re about people — people who are passionate about what they do and driven by the desire to make a difference.
Why Work With Us
Why Work with Us?
At Oates Energy, every team member plays a critical role in shaping the future of energy management. We provide innovative solutions that directly affect the sustainability and efficiency of thousands of properties across the country. Your work will matter.
