Customer Service Manager

One Hour Heating & Air Conditioning • Ramsey, MN

1d • Onsite

About The Position

Northern One Hour, Ben Franklin & Mister Sparky is a growing company in the home service industry committed to delivering exceptional service to our customers. We are looking for a motivated and experienced Customer Service Manager to lead our team and ensure a high-quality customer experience. The Customer Service Manager is responsible for overseeing daily operations of the customer service team, improving service processes, and ensuring customer satisfaction. This role requires strong leadership, problem-solving skills, and the ability to drive team performance.

Requirements

• 3+ years of customer service experience, with at least 1–2 years in a leadership role
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Ability to handle high-pressure situations and resolve conflicts
• Experience with CRM systems and customer service tools
• Strong organizational and problem-solving skills

Nice To Haves

• Experience in HVAC, Plumbing & Electrical a plus
• Familiarity with scheduling or dispatching teams
• Proven track record of improving customer satisfaction scores
• Service Titan a plus

Responsibilities

• Manage, coach, and develop the customer service team
• Monitor team performance and provide ongoing feedback and training
• Handle escalated customer concerns and resolve issues effectively
• Develop and implement customer service policies and procedures
• Track and report on key performance metrics (KPIs)
• Collaborate with other departments to improve customer experience
• Assist with hiring, onboarding, and training new team members
• Ensure consistent, professional communication with customers

Benefits

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Training & development
• Vision insurance
• Short Term & Long-Term disability
• Paid time off and holidays
• Opportunities for growth and advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees