Customer Service Manager
Location: Tonawanda, NY
Job Type: Full-Time
Company: HireAligned
Salary: $65,000-$72,000/yr base + performance bonus
Category: Plumbing
Job Description Apply Now
Frank's Mr. Plumber is seeking a dedicated and experienced Customer Service Manager to lead our office operations team. This full-time opportunity offers a dynamic environment where your leadership and operational expertise will shape the customer journey from the first point of contact through to job completion. As a Customer Service Manager, you will play a pivotal role in developing a high-performing customer support and dispatch team, ensuring every interaction upholds our commitment to excellence and drives operational success.
At Frank's Mr. Plumber, we pride ourselves on fostering a supportive culture that values growth, teamwork, and professional advancement. Our company is known for providing fulfilling careers, advancement opportunities, and a collaborative work environment where employees are empowered to make a real impact. We are committed to delivering outstanding service to our customers and believe that starts with hiring the right leaders to inspire and guide our teams.
As a Customer Service Manager, you will oversee both the Customer Service Representative (CSR) and Dispatch teams. Your leadership will be essential in creating an exceptional customer experience and ensuring operational efficiency. By coaching and developing your team, you will drive key performance metrics, optimize schedules, and ensure our technicians are utilized effectively. You will also be responsible for maintaining a positive, accountable, and customer-centric culture within your department, working closely with senior management to continuously enhance our processes.
Joining our team means becoming part of a company that values your contributions and invests in your professional development. With access to state-of-the-art technology, including ServiceTitan, and a robust benefits package, you'll have the resources and support needed to excel in your role. Frank's Mr. Plumber offers a workplace where your leadership will be recognized, and your efforts will directly contribute to our ongoing growth and success.
Customer Service Manager - Summary- Lead and manage the customer service and dispatch operations in a collaborative, growth-focused environment.
- Act as a key driver of customer satisfaction and operational excellence from initial contact through job completion.
- Foster a team culture centered on accountability, positivity, and continuous improvement.
- Supervise and develop a team of Customer Service Representatives and Dispatchers, ensuring high performance and professional growth.
- Conduct regular one-on-one meetings, coaching sessions, and performance reviews with team members.
- Hire, onboard, and mentor new team members to support department growth and operational needs.
- Review recorded calls to coach for enhanced customer interaction, booking conversion, and call quality.
- Optimize dispatch operations to maximize technician efficiency and customer satisfaction.
- Monitor and analyze departmental KPIs, implementing strategies for ongoing improvement.
- Step into CSR or Dispatcher roles as needed to support the team during high-volume periods or staffing gaps.
- Collaborate with company leadership to refine processes, improve communication, and boost overall performance.
- Promote a positive, customer-first culture within the team.
- Competitive salary with performance-based bonus opportunities.
- Comprehensive medical, dental, vision, and life insurance plans.
- 401(k) retirement plan with company match to support long-term financial goals.
- Work-life balance with paid time off and paid holidays.
- Access to advanced technology platforms, including ServiceTitan.
- Leadership development and clear pathways for advancement.
- 3-5+ years of experience in customer service, call center, or operations leadership roles.
- Proven track record of leading customer service and/or dispatch teams.
- Demonstrated ability to coach, mentor, and develop high-performing employees.
- Experience in the home services industry is strongly preferred.
- Familiarity with ServiceTitan or similar technology is a plus.
- Exceptional leadership, communication, and conflict resolution skills.
- Analytical mindset with proficiency in using KPIs to drive improvement.
- Excellent organizational and problem-solving abilities with strong follow-through.
- Motivated leader with a passion for customer service and operational excellence.
- Adaptable and proactive, ready to step in and support the team as needed.
- Able to foster a positive, accountable, and inclusive work environment.
- Enjoys working in a fast-paced, team-oriented setting where contributions are valued.
- Committed to continuous learning, growth, and professional development.
- Frank's Mr. Plumber is proud to be an Equal Opportunity Employer.
- Our company is dedicated to creating a supportive, diverse, and inclusive workplace.
- Employees are encouraged to explore career advancement and leadership opportunities within the company.
- Those interested in joining a respected home services provider in Tonawanda are encouraged to apply and discover the benefits of building a career with us.
If you are ready to lead a talented team and make a meaningful impact, apply for the Customer Service Manager position at Frank's Mr. Plumber today by clicking the job application button. We look forward to learning how your skills and leadership can contribute to our team’s success!