Comfort Matters Heating· Cooling · Plumbing Hiring for Customer Service Manager at Maple Grove, MN Full Time

Job Title: Customer Service Manager

Location: Maple Grove

Wage: Salary plus monthly performance bonus

Company: Comfort Matters Heating, Cooling, & Plumbing

We are looking for a dynamic leader to head our customer service for our Service & Maintenance Department, serving as the vital link between our customers and team members. This role is central to our company vision and the development of our management expertise, requiring effective direction of customer service, dispatching, growth, and new customer acquisition.

Key Responsibilities:

• Regularly assess customer experience, making necessary adjustments to operations.
• Evaluate, modify, and create company procedures to improve business results and value delivery.
• Conduct weekly training meetings for office administration, covering KPI reviews, performance acknowledgments, new products, objection handling, scheduling status, and role-playing exercises.
• Recruit and hire personnel for supervised roles.
• Conduct bi-annual performance reviews for the CSR and Dispatch Team.
• Manage the lead follow-up process for installation and service department.
• Implement and manage Service Titan (CRM) software.
• Be the primary point of contact for customer conflict resolution.
• Monitor and on quarterly customer ratings from internal and external sources.
• Lead and coach assigned team members, providing them with the knowledge and training required for peak performance.
• Communicate effectively and in a timely manner with the General Manager.

Work Environment: This role thrives in a fast-paced, intense environment with varied priorities and continual interruptions. It requires effective, constant communication with customers, vendors, and co-workers.

Requirements:

• Minimum two years of college or technical education or comparable work experience.
• Strong leadership skills and proven managerial experience.
• Ability to comprehend and analyze large volumes of information quickly.
• Demonstrated ability to lead and manage a complex work environment.
• Understanding of company financial information.
• Excellent interpersonal skills.

Leadership Expectations: As a leader, you will set the tone for the department, living by our company’s core values. You will set clear expectations, provide regular feedback, maintain an organized work environment, and create a safe learning space. You’ll develop key personnel for future opportunities and implement training programs as directed by the General Manager. You will also be expected to track employee performance based on specific KPIs.

Benefits: Comprehensive Full-Time Benefits Package & competitive pay!

Comfort Matters is an equal opportunity employer. We are committed to creating a diverse and inclusive work environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, ancestry, citizenship, religion, marital status, pregnancy, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status or any other characteristic protected by state or federal law.

Job Type: Full-time

Pay: $62,000.00 – $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Maple Grove, MN 55369: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Preferred)

Work Location: In person