Customer Service Manager

Logan A/C & Heat Services•Dayton, OH

7d•Onsite

About The Position

You’re a customer-focused leader who thrives on developing people, improving processes, and leveraging technology to create exceptional customer experiences while driving business growth. We’ve proudly served the Dayton area since 1969 and have grown into Columbus, Cincinnati, and Northern Kentucky. By being intentional about who we bring onto our team, our customers feel the difference. At Logan Services, doing things the right way matters. We believe excellence comes from strong foundations, teamwork, and pride in what you do. We value integrity, continuous learning, and showing up for one another. People often come to Logan looking for a job and stay because they find a fulfilling career, opportunities for advancement, and a team that genuinely cares about their success.

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.