Find & Apply For Customer Service Manager Jobs in Indian Trail, North Carolina

CO-DA designs and installs custom audio, video, lighting, and automation systems for homes, businesses, and houses of worship across the Carolinas and beyond. Installing a great system is half the job. Keeping it performing flawlessly for years is the other half, and that is the half you will own. We are hiring a Service Manager to lead CO-DA Shield, our post-installation service and membership program. Reporting to the General Manager, you will run the service experience end to end: ticket workflows, technician scheduling and dispatch, escalations, documentation, billing, and the metrics that tell us how we are doing. Our clients expect white-glove service, and you are the person who makes sure they get it, every time. This is a hands-on operations role for someone who likes running a tight, well-documented department and takes real pride in a client hanging up the phone feeling taken care of. What you'll do Lead CO-DA Shield. Oversee our post-installation service program and its integration with our support partner, ProVision. Administer service agreements, proactive maintenance schedules, response SLAs, and membership benefits so every client receives exactly what they signed up for. Own the ticket lifecycle. Partner with ProVision on the intake, triage, assignment, and resolution of every service ticket, keeping response times tight and clients informed at each step. Schedule and dispatch the service team. Partner with our Technical Team with each on-site or remote support need, prioritize according to client membership level, and work with our Field Operations Coordinators to keep the schedule running smoothly. Assess and escalate. Keep a close eye on how effectively both basic and advanced support engagements are handled, and step in or escalate when a situation calls for it. Be the client's point of contact. Provide timely status updates, confirm resolutions, and follow up to make sure every client is satisfied with the outcome. Keep records clean and billing on time. Ensure every service activity is documented in our internal systems with clear visibility into past issues and resolutions, and manage invoicing so clients can pay promptly for service projects, remote support, and on-site visits. Partner with our Director of Finance as needed. Build service projects. When a client's needs go beyond a quick fix, scope and create the project in Jetbuilt, and keep building your command of profit margins and labor sales so the department is both client-focused and profitable. Measure and improve. Track response times, resolution rates, repeat visits, and other key service metrics, report on them, and use them to make the operation more efficient and the client experience better. Shape what comes next. Give the General Manager structured feedback on recurring service issues so we can improve system design and installation quality, and help grow CO-DA's service offerings in both quality and coverage. What we're looking for 3+ years in a service, support, or operations role, ideally in AV integration, smart home, low-voltage, security, IT/managed services, or a similar technical field-service business Experience scheduling, dispatching, or leading technicians or field staff Excellent client communication: clear, calm, and professional, especially when something has gone wrong Fluent with ticketing, CRM, or field-service software, with the discipline to keep documentation accurate and current Working knowledge of service-business fundamentals, including margins, labor sales, and invoicing Highly organized, comfortable juggling competing priorities, and able to maintain high clarity on SLAs Valid driver's license Nice to have Hands-on familiarity with Control4, Savant, Lutron, Crestron, or home networking Experience with Jetbuilt or a similar AV proposal and project platform Experience administering a service membership or maintenance-agreement program CEDIA or manufacturer certifications What we offer Compensation consideration begins at $55,000 per year, based on qualifications Health Insurance Supplemental Insurance 401(k) Paid time off and paid holidays Company phone and laptop for work use Schedule and location Full-time, in person at our headquarters in Indian Trail, NC, just southeast of Charlotte Monday through Friday, during business hours (8-5) About

CO-DA CO-DA

has been simplifying the complex since 2002 where we design, install, and support custom audio, video, lighting, and automation systems for residential, commercial, and worship clients from our headquarters in Indian Trail, NC. We are certified with Savant, Control4, Lutron, and Crestron, the #1 Savant dealer in the Carolinas, and a multi-year CE Pro 100 honoree. We are also a faith-driven company: we seek to honor God first in all we do, and that shapes how we treat our clients, our partners, and each other. How to apply Apply through Indeed with your resume. A short note about service experience you have and what you improved during that time. This will grab our attention for your application! CO-DA is an equal opportunity employer. We welcome applicants of every background and make hiring decisions based on qualifications, experience, and suitability for the role.

Pay:

From $59,000.00 per year

Benefits:

Dental insurance Vision insurance

Work Location:

In person