Customer Service Manager

Job Summary

We are seeking a dynamic and energetic Customer Service Manager to lead our customer service operations across multiple operating companies, including Arctic Air Home Services, Graham Heating & Air Conditioning, Sean McCutcheon's Air Conditioning, Arctic Air Plumbing Services, and Bolt Electric. This leadership position is responsible for developing and managing customer service strategies, improving customer experience, increasing booking performance, enhancing membership retention, and creating consistency across all customer-facing operations. The Customer Service Manager will lead and develop Customer Service Representatives while partnering closely with Operations, Dispatch, Sales, Marketing, and Executive Leadership. This is a 100% onsite position with no opportunity for remote work.

Responsibilities

• Lead, coach, and develop customer service teams across multiple operating companies.
• Standardize customer service processes, procedures, and performance expectations.
• Monitor operational metrics and identify opportunities to improve booking rates, customer retention, and customer satisfaction.
• Develop training programs and employee development initiatives.
• Partner with operational leaders to improve efficiency, customer experience, and business performance.
• Manage escalated customer concerns and ensure timely resolution.
• Support technology, automation, and process improvement initiatives.
• Assist with workforce planning and staffing strategies.

Experience

• Lead, coach, and develop customer service teams across multiple operating companies.
• Standardize customer service processes, procedures, and performance expectations.
• Monitor operational metrics and identify opportunities to improve booking rates, customer retention, and customer satisfaction.
• Develop training programs and employee development initiatives.
• Partner with operational leaders to improve efficiency, customer experience, and business performance.
• Manage escalated customer concerns and ensure timely resolution.
• Support technology, automation, and process improvement initiatives.
• Assist with workforce planning and staffing strategies.

Employment is contingent upon successful completion of pre-employment screening requirements, which may include background verification, motor vehicle record review, drug screening, and verification of work authorization.

Equal Employment Opportunity Statement

Arctic Air Home Services is an equal opportunity employer and is committed to providing a workplace free from discrimination and harassment. Employment decisions are based on business needs, job requirements, and individual qualifications. The Company does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected under applicable federal, state, or local law. Arctic Air Home Services provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable law. Applicants or employees requiring assistance or accommodation should contact the Arctic Air HR Department HR@arcticair4me.com.

Pay: $70,000.00 - $90,000.00 per year

Benefits:

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

Work Location: In person