Customer Service Manager

Logan A/C & Heat Services•Dayton, OH

5d•Onsite

About The Position

As the Customer Service & AI Experience Manager, you will lead the Customer Service Department while driving the strategy, performance, and continuous improvement of Logan Services' customer experience across every touchpoint. You will oversee customer service operations, team development, AI-powered customer experience platforms, quality assurance, performance metrics, customer communication strategies, and cross-functional collaboration to ensure exceptional service, operational efficiency, and sustained company growth.

Requirements

A minimum of three (3) years of customer service leadership, team development, and customer resolution experience.
Demonstrated leadership experience managing customer service teams in a fast-paced environment.
Strong coaching, performance management, and employee development skills.
Excellent interpersonal, written, and verbal communication skills.
Strong analytical, organizational, and problem-solving abilities.
Experience analyzing performance metrics and developing action plans to improve results.
Strong leadership skills with the ability to build high-performing teams.
Proficiency with Microsoft Office including Word, Excel, and PowerPoint.

Nice To Haves

Experience within HVAC, home services, construction, skilled trades, or other service-based industries.
Experience managing AI customer experience platforms, automation tools, CRM systems, or customer engagement technologies.
Experience developing quality assurance programs, SOPs, and customer experience improvement initiatives.
Experience leading high-volume customer service operations with a focus on customer satisfaction and operational excellence.

Responsibilities

Lead the daily operations of the Customer Service Department while managing AI Customer Experience platforms and customer communication technologies.
Recruit, hire, develop, coach, and retain Customer Service Representatives while managing performance, accountability, and employee development.
Develop and implement onboarding, training, quality assurance, call evaluation, and coaching programs that build a high-performing customer service team.
Conduct regular one-on-one meetings, performance reviews, and ongoing coaching to support employee growth and engagement.
Monitor, analyze, and improve customer service performance metrics, customer satisfaction, operational efficiency, and revenue-driving initiatives.
Lead seasonal workforce planning, staffing strategies, customer communication initiatives, and AI platform optimization to support business demands.
Manage customer experience technology including AI platforms, automation workflows, online booking systems, after-hours call centers, lead management systems, and related software.