Position Overview The Customer Service Manager (CSM) leads, coaches, and optimizes the frontline customer service and dispatch teams for AnyDay Heating, Cooling, and Plumbing. This role ensures high-class customer experiences, maximizes booking efficiency for incoming service calls, and maintains seamless communication between home-service customers, field technicians, and dispatch. As a key operational leader, the CSM drives call-center performance, handles high-level customer escalations, and continuously trains Customer Service Representatives (CSRs) to maintain brand standards, improve conversion rates, and correct unproductive workplace habits.

Key Responsibilities Team Leadership & CSR Coaching Direct Supervision:

Lead, mentor, and evaluate a team of Customer Service Representatives and dispatchers to ensure high performance and accountability.

Training & Onboarding:

Conduct initial onboarding and structured continuous training programs for CSRs, focusing on call scripts, objection handling, booking techniques, and software proficiency.

Habit Correction & Retraining:

Identify CSRs exhibiting bad habits or low call conversion rates; implement tailored retraining plans, role-play exercises, and call-monitoring reviews to elevate performance.

Performance Evaluations:

Conduct weekly 1-on-1 performance reviews, monthly scorecards, and annual evaluations based on call booking percentages, average call handling time, and customer feedback.

Operational & Dispatch Management Booking Efficiency:

Oversee inbound call traffic to maximize service call booking rates across HVAC, cooling, and plumbing lines of business.

Dispatch Alignment:

Partner closely with the dispatch team to ensure effective route planning, technician utilization, and response times for emergency calls.

Software Management:

Utilize FieldEdge, ServiceTitan, or similar CRM/dispatch software to track call metrics, monitor technician schedules, and manage customer accounts.

Process Optimization:

Identify bottlenecks in call flows or customer intake processes and implement standard operating procedures (SOPs) to streamline operations.

Customer Experience & Escalation Resolution Conflict Resolution:

Act as the primary escalation point for severe customer inquiries, service disputes, billing questions, or unsatisfactory job site experiences.

Reputation Management :

Monitor online customer reviews and customer satisfaction (CSAT/NPS) surveys; implement root-cause solutions to reduce negative feedback and drive positive reviews.

Service Guarantee Standards:

Ensure all customer interactions reflect AnyDay's commitment to safety, professionalism, promptness, and upfront pricing.

Qualifications & Requirements Experience:

3-5+ years of customer service management experience, preferably in residential trade services (HVAC, plumbing, electrical, or home services dispatch).

Technical Skills:

Proficiency in field service management software (e.g., ServiceTitan, FieldEdge, Housecall Pro) and phone system platforms.

Leadership Ability:

Proven track record of managing call center teams, conducting performance coaching, and turning around underperforming CSRs.

Communication :

Exceptional verbal, written, and de-escalation skills.

Availability:

Flexibility to oversee peak morning/evening demand hours and emergency weekend rotation

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person