Escalations Manager Jobs in Delaware (NOW HIRING)

F.H. Furr is seeking an experienced Call Center Manager to lead and develop a team of customer service and booking agents in Georgetown, Delaware. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment bookings, supporting day-to-day contact center operations, and ensuring alignment with our Plumbing, HVAC, and Electrical service teams. The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to deliver outstanding results for homeowners across our service areas. F.H. Furr provides residential plumbing, heating, cooling, and electrical services throughout the Mid-Atlantic region and is headquartered in Manassas, VA.

• Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
• Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
• Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
• Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
• Support onboarding and training of new hires while reinforcing F.H. Furr's customer-first culture.

• Manage escalated customer concerns and ensure timely, professional resolution.
• Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
• Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.
• Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.

• Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
• Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
• Assign and maintain agent skill groups and routing configurations.
• Generate and analyze daily, weekly, and monthly operational reports.
• Track and communicate key performance metrics to leadership.

• Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.
• Support coordination between the contact center and field teams to ensure seamless customer experiences.
• Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.

• Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
• Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
• Maintain accurate documentation related to coaching, performance management, and employee development.
• Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.

• Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
• Strong coaching, communication, and employee development skills.
• Experience managing KPIs, service levels, conversion metrics, and quality performance.
• Ability to analyze operational data and drive continuous improvement.
• Strong problem-solving and escalation management capabilities.
• Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
• Ability to thrive in a fast-paced, high-volume service organization.
• HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.

• Service Level Achievement
• Appointment Booking & Conversion Rates
• Customer Satisfaction (CSAT)
• Quality Assurance Scores
• Membership Performance & Retention
• Agent Productivity, Utilization & Adherence
• Attendance, Engagement & Retention
• Escalation Resolution Effectiveness
• Coaching & Employee Development Outcomes
• Payroll Accuracy & Operational Compliance

Onsite – Georgetown, DE (F.H. Furr Delaware Location)

Join a trusted industry leader and play a key role in delivering exceptional service experiences while supporting the growth and success of F.H. Furr's Plumbing, HVAC, and Electrical business.

F.H. Furr may conduct a pre-employment background check and drug test, subject to applicable law.