What are the responsibilities and job description for the Customer Service Manager position at Logan Services A/C, Heat & Plumbing?
About the Company
Since 1969, Logan Services has proudly served homeowners throughout Dayton and has expanded into Columbus, Cincinnati, and Northern Kentucky by putting people first. Our success is built on hiring exceptional people, investing in leadership development, and creating opportunities for long-term career growth. When you join Logan, you’re joining a company committed to innovation, employee development, and delivering best-in-class customer service.
About the Role
Logan Services is seeking an experienced Customer Service Manager to lead our growing Customer Service Department. This role is ideal for a proven leader who enjoys developing people, improving processes, leveraging technology, and delivering an exceptional customer experience.
Responsibilities
- Lead the strategy, performance, and daily operations of our customer service department while continuously improving the customer experience across every touchpoint.
- Leadership & Team Development
- Lead, coach, and develop a high-performing team of Customer Service Representatives
- Recruit, interview, hire, onboard, and retain top customer service talent
- Conduct one-on-one meetings, performance evaluations, and coaching sessions
- Foster employee engagement, accountability, and career development
- Build a positive, collaborative, and customer-focused team culture
- Customer Service Operations
- Oversee daily call center and customer service operations
- Ensure exceptional customer service across phone, email, text, and online communications
- Develop staffing plans to meet seasonal business demands
- Improve scheduling efficiency, response times, and customer satisfaction
- Resolve escalated customer concerns professionally and effectively
- Performance & Process Improvement
- Monitor KPIs including customer satisfaction, booking rates, service levels, quality scores, productivity, and employee performance
- Analyze performance metrics and implement action plans to improve results
- Develop and maintain customer service SOPs, workflows, and quality assurance programs
- Identify opportunities to improve operational efficiency and customer experience
- Customer Experience & Technology
- Lead implementation and optimization of AI-powered customer experience platforms
- Manage customer communication systems, CRM platforms, automation workflows, online scheduling tools, and after-hours call center partnerships
- Collaborate with leadership to identify new technologies that improve customer satisfaction and operational performance
- Drive innovation while maintaining a personalized customer experience
Qualifications
- Minimum of 3 years of customer service management or call center leadership experience
- Experience leading, coaching, and developing customer service teams
- Strong background in performance management and employee development
- Excellent leadership, communication, and interpersonal skills
- Experience analyzing KPIs and implementing performance improvement strategies
- Strong organizational, analytical, and problem-solving skills
- Proficiency with Microsoft Office, including Excel, Word, and PowerPoint
Required Skills
- Experience in HVAC, plumbing, home services, construction, skilled trades, or another service-based industry
- Experience managing CRM platforms, AI customer service tools, automation software, or customer engagement technology
- Experience developing quality assurance programs, call evaluations, training programs, and standard operating procedures
- Experience leading high-volume customer service or call center operations
Preferred Skills
- People First – We lead with respect, compassion, and care because people are at the heart of everything we do.
- Agile – We embrace change, adapt quickly, and continuously improve.
- Radical Ownership – We take responsibility, solve problems, and lead by example.
- Teamwork – We achieve more together through collaboration, trust, and communication.
- Excellence – We continually raise the standard and strive to exceed expectations.
Benefits
- Competitive salary
- Performance bonuses and profit-sharing opportunities
- Medical, dental, and vision insurance
- Short-term and long-term disability insurance
- Voluntary life insurance
- 100% company-paid life insurance and AD&D
- Traditional 401(k) with a 4% company match plus Roth contribution option
- Paid leadership development and ongoing professional training
- Weekly PTO accrual that increases with tenure
- 24 hours of paid sick time
- Stable Monday-Friday schedule
- Career advancement opportunities with a growing organization
Equal Opportunity Statement
Logan Services, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.