Customer Service Manager

Position Summary

The Customer Service Manager is a senior-level leader responsible for overseeing and continuously improving customer service operations while serving as a key owner of client relationships. This role leads the customer service team, ensures a consistent and high-quality customer experience, and partners cross-functionally to support business growth, operational efficiency, and customer retention.

This position is ideal for a hands-on, experienced customer service leader with strong people management skills, operational discipline, and a passion for delivering exceptional client experiences.

Key Responsibilities

Customer Service & Client Relationship Management

• Lead daily customer service operations across phone, email, and CRM platforms
• Act as an escalation point for complex customer issues and high-priority client concerns
• Build and maintain strong, professional relationships with clients to drive satisfaction, retention, and trust
• Ensure timely, accurate, and professional communication with customers before and after inspections
• Monitor service quality, response times, and customer feedback to continuously improve the client experience

Call Center & Scheduling Operations

• Oversee inbound and outbound call activity, including service levels, wait times, and first-call resolution
• Manage inspection scheduling, confirmations, reschedules, and urgent requests
• Coordinate closely with inspectors and field teams to ensure seamless service delivery
• Ensure accurate data entry and documentation within CRM and scheduling systems

Team Leadership & Development

• Recruit, train, coach, and manage customer service staff
• Set clear performance expectations and conduct regular performance reviews
• Foster a high-accountability, customer-focused team culture
• Develop and maintain SOPs and training materials to ensure consistency and scalability

Process Improvement & Projects

• Lead customer service–related projects focused on efficiency, automation, and customer experience enhancements
• Partner with Operations, IT, Sales, and Marketing on system improvements and workflow optimization
• Identify trends, gaps, and opportunities to improve service delivery and team performance

Reporting & Leadership Communication

• Track and report on key customer service metrics and trends
• Provide insights and recommendations to senior leadership
• Ensure customer service goals align with overall business objectives

Required Experience & Qualifications

• Proven customer service management experience with direct people leadership responsibility
• Strong real-world experience managing customer interactions, escalations, and service teams
• Experience working with CRM platforms; HubSpot experience strongly preferred
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Experience in inspection-based, regulated, or service-driven industries a plus
• Bachelor's degree preferred but not required — relevant experience is more important

Key Skills & Competencies

• Strong leadership, coaching, and accountability skills
• Excellent communication and relationship-building abilities
• Operational mindset with attention to detail and follow-through
• Data-driven decision-making and problem-solving skills
• Ability to balance customer advocacy with business needs

Pay: $70, $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person