Customer Service Manager
Logan A/C & Heat Services•Dayton, OH
•Onsite
About The Position
Logan Services is seeking an experienced Customer Service Manager to lead our growing Customer Service Department. This role is ideal for a proven leader who enjoys developing people, improving processes, leveraging technology, and delivering an exceptional customer experience. You'll oversee a team of Customer Service Representatives, drive department performance, optimize customer service operations, and help implement AI-powered customer experience solutions that improve efficiency and customer satisfaction.
Requirements
- Minimum of 3 years of customer service management or call center leadership experience
- Experience leading, coaching, and developing customer service teams
- Strong background in performance management and employee development
- Excellent leadership, communication, and interpersonal skills
- Experience analyzing KPIs and implementing performance improvement strategies
- Strong organizational, analytical, and problem-solving skills
- Proficiency with Microsoft Office, including Excel, Word, and PowerPoint
Nice To Haves
- Experience in HVAC, plumbing, home services, construction, skilled trades, or another service-based industry
- Experience managing CRM platforms, AI customer service tools, automation software, or customer engagement technology
- Experience developing quality assurance programs, call evaluations, training programs, and standard operating procedures
- Experience leading high-volume customer service or call center operations
Responsibilities
- Lead, coach, and develop a high-performing team of Customer Service Representatives
- Recruit, interview, hire, onboard, and retain top customer service talent
- Conduct one-on-one meetings, performance evaluations, and coaching sessions
- Foster employee engagement, accountability, and career development
- Build a positive, collaborative, and customer-focused team culture
- Oversee daily call center and customer service operations
- Ensure exceptional customer service across phone, email, text, and online communications
- Develop staffing plans to meet seasonal business demands
- Improve scheduling efficiency, response times, and customer satisfaction
- Resolve escalated customer concerns professionally and effectively
- Monitor KPIs including customer satisfaction, booking rates, service levels, quality scores, productivity, and employee performance
- Analyze performance metrics and implement action plans to improve results
- Develop and maintain customer service SOPs, workflows, and quality assurance programs
- Identify opportunities to improve operational efficiency and customer experience
- Lead implementation and optimization of AI-powered customer experience platforms
- Manage customer communication systems, CRM platforms, automation workflows, online scheduling tools, and after-hours call center partnerships
- Collaborate with leadership to identify new technologies that improve customer satisfaction and operational performance
- Drive innovation while maintaining a personalized customer experience
Benefits
- Competitive salary
- Performance bonuses and profit-sharing opportunities
- Medical, dental, and vision insurance
- Short-term and long-term disability insurance
- Voluntary life insurance
- 100% company-paid life insurance and AD&D
- Traditional 401(k) with a 4% company match plus Roth contribution option
- Paid leadership development and ongoing professional training
- Weekly PTO accrual that increases with tenure
- 24 hours of paid sick time
- Stable Monday-Friday schedule
- Career advancement opportunities with a growing organization
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
