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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 responsesSchedule service calls and in-home sales appointments for consultations and estimatesCollaborate with the sales team to optimize lead follow-up, appointment flow, and conversion ratesResolve escalated customer issues with empathy, professionalism, and a solutions-first mindsetPartner with dispatch to effectively balance technician and sales schedulesMonitor and improve customer satisfaction metrics, including reviews, surveys, and callbacksMaintain accurate customer records and workflows within the CRM systemCreate, implement, and enforce customer service scripts, call standards, and follow-up processesWork with marketing on customer outreach initiatives, retention efforts, and loyalty programsPrepare and present reports on KPIs, team performance, appointment outcomes, and customer feedback trendsAssist 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 KPIsBackground in home improvement, residential services, or direct-to-consumer industries requiredExperience supporting or scheduling a field-based sales team is highly desirablePlumbing, HVAC, electrical, construction, or similar trade experience is a plusStrong leadership, coaching, and communication skillsProficiency with Salesforce, Microsoft Teams, and Microsoft Office (Excel, Word, Outlook)Hands-on experience with CRM and customer service platformsAbility to remain calm under pressure and resolve issues efficientlyHighly organized, detail-oriented, and process-driven

What We Offer

Competitive salaryHealth, dental, and vision insurancePaid time off and paid holidays401(k) with company matchOngoing professional development and career growth opportunitiesA supportive, collaborative, family-style team culture

1444506_1769719730 To Apply for this Job Click Here