Customer Service & Operations Manager

About Titan Water Solutions

Titan Water Solutions is a veteran-founded company that installs and maintains whole-home water treatment systems for Florida homeowners. Our all-in-one system softens, conditions, and filters every drop of water in the house — delivering clean, great-tasting water from every tap. We serve more than 1,700 households across the greater Tampa Bay area and we're growing fast.

The Role

We're looking for a highly organized, customer-obsessed operator to run the day-to-day engine of our service business. You'll be the central point of contact for our customers and the coordinator who keeps installers, route drivers, and our maintenance subscription program running smoothly.

This is part customer service, part operations. It's a great fit for someone who loves solving problems, enjoys learning how things work, and takes pride in bringing order to a busy day. You don't need a plumbing background — but you do need to be the kind of person who'll happily learn how our systems work so you can confidently help a customer over the phone.

What You'll Do

• Own customer communications — answer calls, return voicemails and texts quickly, and keep every customer informed and taken care of.
• Schedule and dispatch installs and service calls in Service Core, building installer routes a day ahead so crews start each morning ready to go.
• Optimize daily salt-delivery routes so our drivers run efficiently.
• Run the Titan Care subscription program — track renewals, add new installs to the care route, and keep every customer's service schedule current.
• Manage invoicing — send install invoices, track payments, and collect service-call fees before scheduling.
• Troubleshoot over the phone — walk customers through regeneration cycles, error codes, system bypass, and common issues. We'll train you thoroughly on the technical side.
• Keep operations tight — maintain accurate records, improve our processes and SOPs over time, and flag bottlenecks as we scale.

What We're Looking For

• 2+ years in customer service, dispatch, scheduling coordination, or operations (home services or field service a strong plus).
• Exceptional organization and follow-through — you don't let things slip through the cracks.
• A warm, clear, patient phone manner, and genuine enjoyment in helping people.
• Comfort learning new software quickly (we use Service Core, Square, QuickBooks Online, and Google Workspace).
• Mechanical curiosity — willingness to learn how our systems work so you can troubleshoot with confidence.
• Calm under pressure, sound judgment, and the ability to prioritize a busy queue.
• Reliability and ownership — you treat the business like it's your own.

Nice to Have

• Experience in water treatment, plumbing, HVAC, or another field-service trade.
• Hands-on experience with dispatch or routing software.
• Bilingual (English/Spanish)