What are the responsibilities and job description for the Customer Service Manager – Home Service Industry position at Faithco Enterprises?
Customer Service Manager – Home Service Industry
Location: Lindale, TX
Employment Type: Full-Time
About Us:
Faithco is a family-owned and operated home service company specializing in HVAC, Electrical, Plumbing, and Septic services. With over 17 years in business, we take pride in delivering top-tier service while upholding our core values of integrity, teamwork, and customer satisfaction.
Job Description:
We are seeking a Customer Service Manager with home service industry experience and expertise in ServiceTitan to lead our customer service team. This individual will be responsible for managing day-to-day customer interactions, streamlining processes, and ensuring an exceptional client experience from the first call to job completion.
Key Responsibilities:
- Lead and develop a team of Customer Service Representatives (CSRs) to improve performance and customer satisfaction.
- Manage inbound and outbound calls, ensuring professional and efficient communication.
- Analyze and improve KPI performance, including call conversion rates, response times, and customer satisfaction scores.
- Utilize ServiceTitan to track job progress, reporting, and customer follow-ups.
- Collaborate with department heads to improve processes and enhance service quality.
- Handle escalations professionally, resolving customer concerns effectively.
Qualifications
- Minimum 2 years of experience in a Customer Service Management role within the home service industry (HVAC, Plumbing, Electrical, or similar).
- Expert-level proficiency in ServiceTitan is required.
- Strong leadership skills with experience in coaching and developing teams.
- Excellent communication and problem-solving skills.
- Ability to analyze data and implement process improvements.
- Highly organized with strong attention to detail.
- Bilingual (English/Spanish) is a plus but not required.
What We Offer
- Competitive salary with performance-based bonuses
- Full benefits package, including health, dental, and vision insurance
- Paid time off and company perks
- Opportunities for career growth in a rapidly expanding company
Equal Opportunity Employer
Faithco is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and do not discriminate based on race, color, religion, gender, age, national origin, disability, veteran status, or any other protected status under applicable laws.
