Customer Service Manager

Vander Hyde Mechanical•Grand Rapids, MI

2d•$24 - $30

About The Position

Customer Service Manager Location: Grand Rapids, MI Vander Hyde Mechanical — Serving West Michigan for 35+ Years Vander Hyde Mechanical, a family-owned and well-established HVAC, Plumbing, and Electrical company, is seeking a Customer Service Manager to provide focused leadership to our Customer Service and Dispatch department. This position is part of a departmental restructuring. Historically, customer service leadership responsibilities were combined with broader administrative duties. We are now transitioning to a dedicated management role with the sole purpose of overseeing, supporting, and strengthening the Customer Service and Dispatch function. ⭐ Position Overview The Customer Service Manager will be responsible for the daily operations and performance of our Customer Service Representatives and Dispatchers. The initial phase in this role will include a period of observation and assessment to gain a clear understanding of current workflows, team dynamics, scheduling processes, and communication patterns. Following this period, the Manager will collaborate with company leadership to implement structured, practical improvements that enhance consistency, efficiency, and the overall customer experience. This role requires a professional who can provide clarity, stability, and strong coordination within a high-volume service environment.

Requirements

Minimum 2 years of supervisory or management experience (required)
Strong background in customer service
Demonstrated ability to analyze workflows and support organizational improvements
Excellent communication, coaching, and leadership skills
High level of professionalism, sound decision-making, and organizational discipline
Ability to lead a team through change in a steady, thoughtful manner

Nice To Haves

5+ years preferred
Prior experience in dispatching or high-volume call environments (preferred)

Responsibilities

Lead the daily operations of the Customer Service and Dispatch team
Conduct an initial assessment of existing processes, workflows, and team structure
Develop and refine standard operating procedures as needed
Provide coaching, support, and performance feedback to team members
Ensure effective call handling, scheduling, and dispatch accuracy
Manage escalated customer concerns with professionalism and sound judgment
Assist with coverage and call support when operationally necessary
Maintain service metrics and prepare reports for leadership
Strengthen cross-department communication, particularly with field managers and technicians