Customer Service Manager

Design Mechanical, Inc., a Comfort Systems USA company
In Colorado, we have two locations—Louisville, our corporate headquarters, and Eagle, with over 300 employees. Locally, we are a small family environment, and nationally, as part of Comfort Systems USA, we are one of the largest Mechanical Contractors with excellent benefits packages, competitive pay structures, career progression, and more.

Job Title: Customer Service Manager 
Department: Service
Reports to: VP of Service 
FLSA Status: Exempt (Not Eligible for OT)
Location: Louisville, CO
Wage Range: $75,000- $90,000.00 (Depending on experience) 
Benefits Included: Comprehensive Medical, Dental, Vision, FSA/HSA, Matching 401K, Long Term Disability, Short Term Disability, Company Paid Life & Voluntary Spouse & Child Insurance, AD&D, Employee Assistance Program, PTO, Paid Holidays, voluntary additional insurances/benefits, and other great perks.

Job Summary
Design Mechanical consists of a construction division and a service division.  The service division which performs over $20 million in annual revenue is seeking candidates for an in person position for our Louisville, Colorado office as a Customer Service Manager.  The Customer Service Manager is responsible for ensuring all administrative tasks are being completed in accordance with division processes and procedures resulting in high customer satisfaction and profitable performance.

Responsibilities

- Perform and oversee handling of customer service calls including:
- Call intake
- Scheduling of technicians
- Call completion
- Call documentation
- Technician support
- Customer support
- Collaboration with service coordinators/dispatchers, technicians, field managers, accounting department and management.
- Directly oversee an administrative team of 3-6 including training, directing work, appraising performance and coaching employees, while showing strong leadership resulting in a cohesive and engaged team.
- Work with department managers to improve processes and procedures.
- Work with Accounting Department to ensure timely and accurate invoicing in accordance with company policy.
- Interact with customers to resolve billing questions and ensure prompt payment.
- Maintain an orderly workflow according to priorities.
- Ensure all company and customer policies, processes, and standards are adhered to.
- Prepare documentation and reports as required.
- Work with management to set a clear mission and deploy strategies to achieve desired results.
- Take ownership of customers issues and follow through to resolution.
- Perform other duties as required and assigned.

Qualifications:

- 8-10 years of experience in customer operations (Mechanical Service industry preferred). 
- 5- 7 years of Supervisory experience (Required)
- Accounting background (Preferred)
- Business degree (Preferred)
- Ability to create and be a part of a strong team.
- Process Mindset: As a natural problem solver, you're passionate about streamlining complex processes, establishing structure, and have a keen eye for identifying opportunities for improvement.
- Data-driven: You thrive on using metrics to measure success, identify trends, and inform actionable insights to drive continuous optimization.
 - Technologically Savvy: You have a proven track record of working with and implementing customer operations tools and a strong aptitude for learning new technologies.
 
Design Mechanical, Inc. is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process.
 
All your information will be kept confidential according to EEO guidelines.
 
Design Mechanical, Inc. is not open to third-party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.

Salary : $75,000 - $90,000