Customer Service Manager

About the role

A growing nationwide service-based organization is seeking a Customer Service Manager to lead and oversee a high-performing team focused on customer service, account management, and operational excellence. This is a great opportunity for a strong leader who thrives in a fast-paced environment and enjoys building processes, developing teams, and driving results. This role is open due to growth and promotion internally.

Responsibilities

• Lead, coach, and develop the Account Managers to support a high-performance, customer-focused culture
• Serve as the point of escalation for complex customer service and account-related issues
• Monitor team performance metrics, including response times, open work order aging, and service levels
• Support new account rollouts and partner cross-functionally to ensure smooth implementation
• Oversee quoting, work order communication, and account documentation processes
• Partner with the Director on special projects with priority clients

Qualifications

• Associates or Bachelors Degree preferred
• 5+ years of experience in customer service, account management, or related role
• 2+ years of leadership or supervisory experience (you will oversee a small team)
• Experience in a service-based industry such as facilities, mechanical/HVAC, construction, manufacturing or related environments
• Strong communication, organizational, and problem-solving skills