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Customer Service Manager

Logan A/C & Heat Services -
Dayton, OH

Quick Apply

Job Details

Full-time

Benefits

Profit sharing
AD&D insurance
Disability insurance
Health insurance
Dental insurance
Paid time off
401(k) 4% Match
Vision insurance
401(k) matching
Opportunities for advancement
Life insurance
Paid sick time

Qualifications

Staff performance monitoring
Microsoft Excel
Managing teams in a customer support role
Coaching
Team development
Productivity software
Call center management
Analytics

Full Job Description

Customer Service Manager | Call Center Operations & Customer Experience | Full-Time | On-Site | Dayton, OH

Lead a high-performing customer service team while shaping the future of customer experience through technology, coaching, and continuous improvement.

Logan Services is seeking an experienced Customer Service Manager to lead our growing Customer Service Department. This role is ideal for a proven leader who enjoys developing people, improving processes, leveraging technology, and delivering an exceptional customer experience.

You'll oversee a team of Customer Service Representatives, drive department performance, optimize customer service operations, and help implement AI-powered customer experience solutions that improve efficiency and customer satisfaction.

Why Join Logan Services?

Since 1969, Logan Services has proudly served homeowners throughout Dayton and has expanded into Columbus, Cincinnati, and Northern Kentucky by putting people first. Our success is built on hiring exceptional people, investing in leadership development, and creating opportunities for long-term career growth. When you join Logan, you're joining a company committed to innovation, employee development, and delivering best-in-class customer service.

What We Offer

Competitive salary
Performance bonuses and profit-sharing opportunities
Medical, dental, and vision insurance
Short-term and long-term disability insurance
Voluntary life insurance
100% company-paid life insurance and AD&D
Traditional 401(k) with a 4% company match plus Roth contribution option
Paid leadership development and ongoing professional training
Weekly PTO accrual that increases with tenure
24 hours of paid sick time
Stable Monday-Friday schedule
Career advancement opportunities with a growing organization

What You'll Do

As the Customer Service Manager, you'll lead the strategy, performance, and daily operations of our customer service department while continuously improving the customer experience across every touchpoint.

Leadership & Team Development

Lead, coach, and develop a high-performing team of Customer Service Representatives
Recruit, interview, hire, onboard, and retain top customer service talent
Conduct one-on-one meetings, performance evaluations, and coaching sessions
Foster employee engagement, accountability, and career development
Build a positive, collaborative, and customer-focused team culture

Customer Service Operations

Oversee daily call center and customer service operations
Ensure exceptional customer service across phone, email, text, and online communications
Develop staffing plans to meet seasonal business demands
Improve scheduling efficiency, response times, and customer satisfaction
Resolve escalated customer concerns professionally and effectively

Performance & Process Improvement

Monitor KPIs including customer satisfaction, booking rates, service levels, quality scores, productivity, and employee performance
Analyze performance metrics and implement action plans to improve results
Develop and maintain customer service SOPs, workflows, and quality assurance programs
Identify opportunities to improve operational efficiency and customer experience

Customer Experience & Technology

Lead implementation and optimization of AI-powered customer experience platforms
Manage customer communication systems, CRM platforms, automation workflows, online scheduling tools, and after-hours call center partnerships
Collaborate with leadership to identify new technologies that improve customer satisfaction and operational performance
Drive innovation while maintaining a personalized customer experience

What We're Looking For

Required Qualifications

Minimum of 3 years of customer service management or call center leadership experience
Experience leading, coaching, and developing customer service teams
Strong background in performance management and employee development
Excellent leadership, communication, and interpersonal skills
Experience analyzing KPIs and implementing performance improvement strategies
Strong organizational, analytical, and problem-solving skills
Proficiency with Microsoft Office, including Excel, Word, and PowerPoint

Preferred Qualifications

Experience in HVAC, plumbing, home services, construction, skilled trades, or another service-based industry
Experience managing CRM platforms, AI customer service tools, automation software, or customer engagement technology
Experience developing quality assurance programs, call evaluations, training programs, and standard operating procedures
Experience leading high-volume customer service or call center operations

Our Core Values (PARTE)

People First – We lead with respect, compassion, and care because people are at the heart of everything we do.

Agile – We embrace change, adapt quickly, and continuously improve.

Radical Ownership – We take responsibility, solve problems, and lead by example.

Teamwork – We achieve more together through collaboration, trust, and communication.

Excellence – We continually raise the standard and strive to exceed expectations.

Build a Leadership Career with Logan Services

This is more than a customer service management role. It's an opportunity to shape the customer experience for a growing company while developing future leaders, improving operations, and implementing innovative technology that drives long-term success.

If you're a customer-focused leader who enjoys building teams, improving processes, and delivering exceptional service, we'd love to hear from you.

Apply today to join the Logan Services leadership team.

Logan Services, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.

#LSHP1

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