Join American Residential Services (ARS), the largest provider of residential HVAC, Plumbing, and Electrical services in the U.S., employs over 7,000 professionals nationwide. With 45+ years of experience, we proudly deliver top-quality service to customers every day.
Location: 975 Keller Rd., Altamonte Springs, FL 32714
Pay Range: $55,000–$60,000/annually
Schedule: Various shifts between 8am and 8pm with rotating weekends
The Altemonte Springs Call Center is responsible for fielding inbound sales calls from potential customers across the country. The Quality Assurance Supervisor is responsible for leading the resolution of escalated customer complaints and ensuring every concern is addressed with urgency, empathy, and professionalism. You’ll work cross-functionally with operations, sales, and customer service teams to improve customer experience, reduce future complaints, and protect the ARS brand.
What We Offer:
Weekly pay via direct depositCommission on top of hourly ratePaid trainingOngoing training through in-house Learning & Development programsFull-time employees also receive:Insurance available after 31 daysLow-cost medical (as low as $5/week)Dental, vision, HSA/FSA401(k) with company matchPaid time off + holiday payCompany-paid life insurance ResponsibilitiesThis role requires a strong communicator with sound judgment, excellent conflict resolution skills, and a proactive mindset focused on customer satisfaction and retention.
Serve as the primary point of contact for escalated customer issues via phone, email, and internal referralsInvestigate complaints by reviewing service records, speaking with the branchmanagers, and analyzing relevant documentationUse the Freshdesk ticketing system to log, track, and monitor complaint progressCommunicate daily with department leads and frontline managers to provide updates on open complaintsRecommend and facilitate service corrections, refunds, goodwill gestures, or service credits as neededGenerate reports to identify complaint trends and improvement opportunitiesSupport post-resolution engagement efforts such as follow-up callsTrain or coach teams on common service pitfalls based on QA findingsPerform administrative tasks including recordkeeping, report generation, and data entryOther duties as assigned by leadership Qualifications What You Need:3+ years of customer service experience required2+ years in a Quality Assurance or Customer Satisfaction role preferredPrior experience with customer complaint resolution, retention strategies, or service recovery a strong plusProficient in Microsoft Office (Excel, Outlook, Word) and CRM toolsStrong interpersonal, written, and verbal communication skillsMust be highly organized with the ability to multitask and prioritize effectivelyComfortable navigating conflict and de-escalating sensitive issuesNote: This posting outlines potential pay ranges and opportunities, which are not guaranteed and do not represent a formal offer. Additional compensation may be offered based on experience and will be outlined in an offer letter addendum. ARS is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status under applicable federal, state, or local laws. Privacy policy available upon request.
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