What are the responsibilities and job description for the Customer Service Manager position at One Hour Heating & Air Conditioning?
Benefits
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.
Position Overview
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.
Key Responsibilities
Join Northern's One Hour Team!
Northern's One Hour Heating & Air Conditioning proudly services the Minneapolis and North Metro area! We have been providing exceptional service since 1990 and are passionate about helping others and working as a team. At Northern's One Hour Heating we live by our Code of Ethics , We Believes, and our Core Values!
We are looking for rockstar employees who are just as passionate as we are and match our Core Values.
Northern's Core Values!
Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling, and compensation at this franchise should be made directly to the franchise location, and not to One Hour Heating and Air Conditioning Corporate.
- 401(k)
- 401(k) matching
- Competitive salary
- Dental insurance
- Health insurance
- Training & development
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.
Position Overview
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.
Key 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
- 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 - Service Titan a plus
- Strong organizational and problem-solving skills
- Experience in HVAC, Plumbing & Electrical a plus
- Familiarity with scheduling or dispatching teams
- Proven track record of improving customer satisfaction scores
- Competitive salary based on experience
- Health, dental, and vision insurance
- Short Term & Long-Term disability
- 401K with Company match
- Paid time off and holidays
- Opportunities for growth and advancement
Join Northern's One Hour Team!
Northern's One Hour Heating & Air Conditioning proudly services the Minneapolis and North Metro area! We have been providing exceptional service since 1990 and are passionate about helping others and working as a team. At Northern's One Hour Heating we live by our Code of Ethics , We Believes, and our Core Values!
We are looking for rockstar employees who are just as passionate as we are and match our Core Values.
Northern's Core Values!
- Our Northern Family: We work as a team, care for one another, and have fun.
- Help Others: We are passionate about helping others.
- Do the Right Thing: We're not perfect, but we always do what's right.
- Eager to Learn & Grow: Always reaching and growing to our master craft.
- Pay: We believe the best performers deserve the best pay. That’s why we want to pay YOU the best competitive rate.
- Flexibility: We want YOU to have time for the most important things in your life. Our scheduling is flexible. Find out how we do it.
- Career Path: We offer you an unlimited future with our world class training programs. Our training programs include Technical Training, Virtual technical training, communications, sales, and more! If you are serious about your career and want to learn from the best in the industry apply today!
Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling, and compensation at this franchise should be made directly to the franchise location, and not to One Hour Heating and Air Conditioning Corporate.
Salary : $70,000 - $80,000