• Customer Service
  • St. Paul, MN, USA
  • Full Time

Position Overview

Do you have the leadership skills it takes to manage a large group of people within an upbeat enviornment? The Customer Service Manager is responsible for the management of the Customer Service Representatives and Dispatchers. This is an LMA (Leadership, Management, Accountability) position.  Management skills, initiative, decisiveness, tact, integrity, judgment, compassion and leadership skills are essential to achieve departmental objectives and company goals. Strong communication skills and personal growth through a commitment to lifelong learning is paramount to success within the organization. Job related interaction with all service departments, primary focus will be with Customer Service Representatives, and Service Managers.  


  • Lead and manage a staff of Customer Service Reps and Dispatchers who book and schedule service calls and do whatever is necessary to achieve departmental call goals.
  • Uphold the Core Values, Core Focus and Passion of the organization.
  • Promote and build a culture of maintenance and service through Peace of Mind Plans.
  • Maintain a profit minded customer service focus.
  • Understand, follow, and support all organizational policies and procedures.
  • Participate in the on-call manager rotation.
  • Take after hours calls to ensure customer needs are met.
  • Participate in the hiring and termination processes.
  • Assist the General Manager/Operation Manager in developing employee growth plans.
  • Develop departmental objectives and manage activities to reach those objectives within given time tables.
  • Participate in weekly Operations Level 10 meetings.
  • Participate in weekly Leadership Development meetings.
  • Conduct Catalytic Coaching with entire department and conduct follow up meetings throughout the year.  File Catalytic Coaching Forms for each meeting in appropriate personnel file.  Meeting dates to be documented on the Catalytic Coaching Schedule.
  • Conduct one on one meetings as needed to monitor and discuss individual activities.
  • Conduct weekly Level 10 meetings with Customer Service Representatives.
  • Maintain department scorecard on a weekly basis.
  • Conduct daily huddles with appropriate managers.
  • Work with Service Managers, Technical Advisor and HR to maintain department scorecards.
  • Ensure that quarterly rocks are SMART and completed on time.
  • Create and maintain a department VTO sheet.
  • Manage dispatch to ensure the right technicians are matched to every job.
  • Monitor performance of staff, review recorded calls and advise on how to promote sales.
  • Author and refine call scripts so they're clear, compelling and result in more appointments.
  • Provide examples to your direct reports how their individual contributions matter to the company's success.
  • Formalize a coaching and training based platform that's cost effective and measurable.


  • 10+ years' experience in customer service.
  • 5+ years' supervisory experience.
  • Bachelor's Degree in Business Administration.
  • Ability to translate your skills to other employees through training and mentoring.
  • Excellent verbal and written communication skills. 


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