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 e