Client Service Manager

POSITION OVERVIEW:

The Service Supervisor oversees the service support department team and customer service representatives, coordinating daily service operations, customer inquiries, work assignments, work order quality, and technical support for HVAC-R, Plumbing, and Environmental service activities. This position leads, trains, mentors, and evaluates team members; sets priorities; resolves escalated customer issues; supports customer service process improvements; maintains accurate records, reports, metrics, budgets, and inventory controls; and helps ensure work is completed safely, efficiently, and in accordance with plans, specifications, company standards, customer expectations, and department needs.

RESPONSIBILITIES:

Core Functions:

• Lead, train, mentor, and support service department personnel and customer service representatives to promote high levels of customer service, productivity, safety, and technical performance

• Receive oral or written work requests, customer inquiries, service calls, and escalated issues; establish priorities based on customer needs, urgency, staffing, department needs, and operational requirements

• Assign personnel to jobs and coordinate daily service activities to support prompt, effective, and efficient completion of work

• Monitor and evaluate individual and team performance, providing coaching, feedback, and constructive guidance to enhance productivity, customer satisfaction, and continuous improvement

• Conduct regular performance evaluations for team members and identify training needs, skill gaps, and areas for improvement

• Handle escalated customer issues and complaints by investigating concerns, coordinating appropriate responses, and resolving matters in a timely manner to support customer satisfaction

• Collaborate and coordinate with other trades, sales, product development, operations, internal departments, contractors, vendors, and stakeholders to address customer needs and ensure smooth communication and coordination

• Ensure adherence to company policies and procedures, customer service standards, safety expectations, documentation requirements, and applicable regulations while handling customer interactions and service work

• Recommend personnel actions, including hiring, discipline, discharge, or promotion, in accordance with company procedures
• Perform other duties and special assignments as required or to meet the ongoing needs of the department

Customer Service:

• Review all work orders before and after completion for accuracy, completeness, quality, documentation, customer communication, and appropriate follow-up

• Maintain accurate records, files, work orders, inventory documentation, customer interactions, inquiries, complaints, resolutions, expenditures, service metrics, and related reports using applicable CRM, work order, and service management systems

• Develop, implement, and support customer service and service department process improvements to ensure inquiries, complaints, work requests, and operational needs are handled promptly and effectively

• Create and maintain customer service and service performance metrics and reports; analyze data to identify trends, recurring issues, and opportunities for improvement

• Stay updated on industry trends, customer service best practices, and service department improvement opportunities; share insights and implement practical strategies to enhance the customer experience

Client Development:

• Oversee key performance indicators, dashboards, CRM data, and related reports to ensure accuracy, timeliness, and actionable insights

• Identify and communicate opportunities to improve sales performance and support the development of team members

• Coordinate training schedules and ongoing professional development plans for team members

• Understand and coordinate phone systems and information flow to support timely, effective, and high-value client engagement

• Handle escalated client calls by applying knowledge of key accounts, service history, relevant context, and primary contacts to provide responsive, professional support

• Lead daily stand-up meetings and team sessions to align priorities, communicate current objectives, and share best-practice updates

MINIMUM QUALIFICATIONS:

Education/Experience:

High School diploma or GED and five (5) years’ experience with customer service, service contract administration, maintenance administration, HVAC service coordination, dispatching, or related experience. Must possess strong verbal and written communication skills to effectively interact with customers, technicians, vendors, management, and internal team members. Must demonstrate strong organizational skills, attention to detail, customer service orientation, problem-solving ability, and proficiency with Microsoft Office applications and service-related software systems. Must have experience leading teams, motivating team members, de-escalating challenging situations, and communicating technical and conceptual information clearly.

Preferred Qualifications

• HVACR, plumbing, or mechanical service experience

• Basic understanding of HVAC systems, equipment, terminology, and service workflow

• Experience with dispatching software, CRM systems, work order systems, purchasing systems, or service management platforms

• Proficiency in Microsoft Word, Excel, and Outlook; Dynamics experience a plus

• Ability to multitask, prioritize schedules, and adapt to changing service needs in a fast-paced environment

• Ability to work as a team player and maintain positive relationships with customers, technicians, vendors, and internal departments