Service Manager

About the role

The Service Manager oversees the office's scheduling department and ensures daily service operations run smoothly and efficiently. This position coordinates service appointments, supports scheduling staff, addresses customer concerns, and ensures emergency service requests receive prompt and appropriate attention.

Responsibilities

• Manage daily scheduling operations, including service appointments, technician assignments, schedule changes, and customer communication.
• Supervise and support the scheduling team, providing direction, training, and assistance as needed.
• Monitor workflow and technician availability to ensure appointments are assigned efficiently and completed on time.
• Prioritize emergency service requests and confirm they are promptly assigned, communicated, tracked, and resolved.
• Handle customer issues and complaints professionally, working toward timely and satisfactory resolutions.
• Communicate with customers regarding appointment times, delays, service updates, and follow-up needs.
• Coordinate with technicians, office staff, and management to prevent delays and resolve operational problems.
• Review open service calls and follow up on incomplete, delayed, or unresolved jobs.
• Maintain accurate records of schedules, customer concerns, emergency requests, and service outcomes.
• Identify opportunities to improve scheduling procedures, customer service, response times, and overall efficiency.
• Ensure company policies and service standards are consistently followed by the scheduling department.
• Provide management with updates regarding scheduling performance, staffing concerns, customer complaints, and urgent service matters.

Requirements

• Bachelor's degree in Business Administration or a related field.
• Minimum 5 years of experience in a management role within the service industry.
• Proven track record of improving service operations and customer satisfaction.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Familiarity with industry safety standards and regulations.

Skills

• Strong leadership, organization, and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional when handling emergencies or upset customers.
• Strong time-management skills and the ability to manage multiple priorities.
• Experience in scheduling, dispatching, customer service, or service operations.
• Comfortable using scheduling software, email, phone systems, and standard office programs.
• Ability to make sound decisions in a fast-paced environment.

Performance Expectations

The Service Manager is expected to maintain an organized and productive scheduling department, ensure emergency calls receive immediate attention, resolve customer concerns professionally, and help create a smooth service experience for both customers and field personnel.

Benefits

• Medical
• Vision
• Dental
• 401k