What are the responsibilities and job description for the Customer Service Manager position at Hydro-Tech Irrigation?
Customer Service Manager
Location: Hydro-Tech Irrigation – Sterling, VA (On-site)
Employment Type: Full-Time, Non-Exempt
Salary: $75,000 - $100,000/ Per Year
Position Overview
The Customer Service Manager is responsible for leading and motivating the customer service team to ensure outstanding customer experiences. This role focuses on improving the customer journey, driving membership sales, managing customer service performance, and overseeing operational processes.
The ideal candidate will have strong leadership skills, experience in dispatching and customer service, and the ability to work cross-functionally with Marketing, Sales, and Operations. If you thrive in a fast-paced environment and are passionate about team development and customer satisfaction, we'd love to hear from you.
What We Offer
- Competitive Salary: $75,000 - $100,000 per year
- Comprehensive Benefits: Medical, dental, vision, and more
- Retirement Savings: 401(k) with company match (if applicable)
- Professional Development: Ongoing training and growth opportunities
- Supportive Team Culture: Join a collaborative environment focused on customer success
Key Responsibilities
Leadership & Team Management
- Lead the customer service team in achieving weekly tasks and goals
- Oversee customer service representatives' performance, incentive plans, and scorecards
- Hire and train customer service team members based on department needs
- Develop and implement processes to improve team efficiency
Customer Service & Dispatching
- Manage dispatching operations by leading the dispatch department
- Ensure timely and effective customer service by monitoring KPIs
- Handle customer escalations and oversee customer communication strategies
Financial & Membership Oversight
- Drive membership sales and renewals (Activation, Mid-Season, and Winterization)
- Oversee weekly collections of accounts receivable and review outstanding balances
- Ensure timely invoice processing and closure
Operational & Compliance Management
- Coordinate permits for backflow (BF) replacements and other requirements
- Oversee water bill reviews and address any related customer concerns
- Maintain Service Titan software, including adding new employees and making necessary system changes
- Handle phone/internet issues and work with IT or vendors to resolve problems
Cross-Department Collaboration
- Work with Marketing, Sales, and Operations to align customer service initiatives
- Plan and schedule company events
- Provide leadership support for organizational goals and initiatives
Qualifications of the Customer Service Manager
Required
- 3-5 years of experience in Customer Service and Dispatching (preferably in Home Services)
- Strong computer skills, including proficiency in Microsoft Office
- High School Diploma or GED
- Ability to multi-task and prioritize workloads in a busy environment
- Ability to work independently with minimal supervision
- Strong leadership and communication skills
Preferred
- Experience with Service Titan & Salesforce software
Working Conditions & Physical Requirements
- Frequent repetitive hand and arm motions with prolonged periods of sitting
- Regularly required to stand, walk, talk, listen, reach, kneel, and balance
- Requires manual dexterity and eye-hand coordination for keyboarding and equipment handling
- Ability to lift and/or move up to 25 pounds occasionally
- Noise level is typically low to moderate
- Must be able to travel (10%) within the metropolitan area
Why Join Us?
This is more than just a job—it's an opportunity to lead a high-performing customer service team, drive customer satisfaction, and play a key role in the growth and success of Hydro-Tech Irrigation. If you are passionate about leadership, customer service excellence, and operational efficiency, apply today and take the next step in your career!
Job Type: Full-time
Pay: $75,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Work Location: In person
Salary : $75,000 - $100,000
