Oates Energy · 2 weeks ago
Director of Customer Service
Jacksonville Beach, FL
Full-time
Onsite
Lead/Staff, Director/Executive
$25/hr - $25/hr
3+ years expOates Energy is a leading third-party utility billing and submetering company specializing in water and sewer billing. They are seeking a Director of Customer Service to lead their on-site customer service department, overseeing operations and managing a team to ensure high customer satisfaction and efficient service delivery.
Oil and GasWater
Responsibilities
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
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
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
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
Qualification
Required
3–5 years of customer service experience, with at least 1–2 years in a supervisory or management role
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
Preferred
Experience managing call center operations strongly preferred
Associate's or bachelor's degree preferred
Customer Service Management: 2 years (Preferred)
Benefits
Performance-based bonuses tied to departmental KPIs.
Health, dental, and vision insurance.
401(k) plan with company match.
Paid time off and holidays.
Company
Oates Energy
OEI specializes in multifamily housing applications & understands & addresses the highest value & best solutions specific to the industry.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase