To Apply for this Job Click Here

A growing company in Lake Barrington is looking for a Customer Service Manager (CSM) to lead the customer service team and play a critical role in delivering an exceptional end-to-end customer experience. This position partners closely with sales, dispatch, and field technicians to ensure smooth communication, timely follow-ups, and consistent service excellence. The CSM also oversees the scheduling and management of in-home sales appointments, helping maximize lead conversion and customer satisfaction. This role is ideal for someone with experience in home improvement or business-to-consumer (B2C) service environments.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives (CSRs)
• Oversee inbound customer communications (calls, emails, texts) to ensure timely, professional, and friendly responses
• Schedule service calls and in-home sales appointments for consultations and estimates
• Collaborate with the sales team to optimize lead follow-up, appointment flow, and conversion rates
• Resolve escalated customer issues with empathy, professionalism, and a solutions-first mindset
• Partner with dispatch to effectively balance technician and sales schedules
• Monitor and improve customer satisfaction metrics, including reviews, surveys, and callbacks
• Maintain accurate customer records and workflows within the CRM system
• Create, implement, and enforce customer service scripts, call standards, and follow-up processes
• Work with marketing on customer outreach initiatives, retention efforts, and loyalty programs
• Prepare and present reports on KPIs, team performance, appointment outcomes, and customer feedback trends
• Assist with hiring, onboarding, coaching, and performance evaluations for CSRs

Qualifications

• 2+ years of customer service management experience in a B2C environment (home improvement or home services strongly preferred) and experience managing a team based on metrics and KPIs
• Background in home improvement, residential services, or direct-to-consumer industries required
• Experience supporting or scheduling a field-based sales team is highly desirable
• Plumbing, HVAC, electrical, construction, or similar trade experience is a plus
• Strong leadership, coaching, and communication skills
• Proficiency with Salesforce, Microsoft Teams, and Microsoft Office (Excel, Word, Outlook)
• Hands-on experience with CRM and customer service platforms
• Ability to remain calm under pressure and resolve issues efficiently
• Highly organized, detail-oriented, and process-driven

What We Offer

• Competitive salary
• Health, dental, and vision insurance
• Paid time off and paid holidays
• 401(k) with company match
• Ongoing professional development and career growth opportunities
• A supportive, collaborative, family-style team culture

To Apply for this Job Click Here