Job Description

Customer Service Manager - HVAC, Plumbing, Electrical (Warranty & Service)

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team in a tri-trade company, which operates across multiple industries (electrical, plumbing, HVAC, etc.). The ideal candidate will be responsible for overseeing customer service operations, improving customer satisfaction, and ensuring efficient communication between departments.

General Responsibilities

Customer Service Leadership:

• Lead and manage the customer service team, ensuring high-quality support across all trade divisions.
• Develop and implement customer service policies, procedures, and best practices.
• Train and mentor customer service representatives to enhance service delivery.
• Monitor customer inquiries, complaints, and resolutions to ensure a high level of satisfaction.

Operations & Process Improvement:

• Coordinate with sales, logistics, and technical teams to provide seamless customer support.
• Identify and implement process improvements to enhance efficiency and reduce response time.
• Utilize CRM systems and other tools to track customer interactions and service metrics.
• Ensure compliance with company policies, industry regulations, and trade-specific requirements.

Customer Relations & Satisfaction:

• Act as the main point of contact for escalated customer issues and work to resolve them effectively.
• Develop customer retention strategies and gather feedback for continuous service improvement.
• Analyze customer trends and provide insights to management for business growth opportunities.

Reporting & Performance Management:

• Monitor key performance indicators (KPIs) related to customer service, response time, and satisfaction levels.
• Generate reports and provide recommendations to improve service standards.
• Conduct periodic performance evaluations of the customer service team.

Qualifications

• Bachelor’s degree in Business Administration, Customer Service, or a related field (preferred) or combination of experience and education.
• Minimum of 5 years of customer service experience, with at least 2 years in a managerial role.
• Experience in multi-trade industries (construction, electrical, plumbing, HVAC, etc.) is a plus.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and interpersonal abilities.
• Proficiency in CRM software, Microsoft Office Suite, and customer service platforms.
• Ability to manage multiple priorities in a fast-paced environment.

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