Customer Service Manager

Customer Service ManagerHeadquartered in Fort Wayne, IN, WaterFurnace designs and manufactures ultra-efficient, renewable-energy comfort products that provide heating, cooling and potable hot water solutions for use in both homes and commercial buildings. We employ more than 360 people in R&D, Manufacturing, Marketing, and Sales roles across the US and Canada. For almost four decades, our Geothermal Heat Pumps, Water Source Heat Pumps, and Heat Recovery Chillers have been reducing energy usage consumption and increasing comfort in buildings around the world.Our Purpose To transform the way we use energy, protect resources for future generations, and give people the freedom to focus on life.Job OverviewWe are seeking an experienced and customer-focused Customer Service Manager to lead our Residential Customer Service and Warranty teams. This position is responsible for providing strong leadership, developing team members, delivering an exceptional customer experience, and continuously improving the processes and systems that support our customers. Geothermal knowledge would be plus.The Customer Service Manager will lead the Residential Customer Service and Warranty teams, ensuring a high level of customer satisfaction while driving efficiency, consistency, and continuous improvement. This position will monitor current processes and procedures, work with team members to identify areas for continued improvement and implement changes to increase efficiency and customer satisfaction.This position plays a key role in supporting our residential customers and dealer network by ensuring questions, service needs and warranty concerns are addressed promptly, professionally and consistently.This position requires strong verbal, written and interpersonal communication skills. This role requires cross-functional engagement working with sales, engineering, tech support, shipping, customer service and operations. Strong organizational skills and the ability to manage multiple activities simultaneously are vital.You'll receive an attractive compensation package including a competitive salary, 401K with match, excellent health benefits (including medical, vision, dental and prescription coverage), tuition reimbursement, paid vacation and PTO along with annual performance reviews that offer potential merit increases and more.Key ResponsibilitiesResponsible for team performance, staffing, coaching, development of team members, workload allocation, and accountability.Lead by example, demonstrating accountability, professionalism and a commitment to exceptional customer serviceOversee the day-to-day operation for escalated customer issues, warranty/customer concerns, response times, service levels, customer satisfaction and consistency of communicationHire and train new Customer Service team membersMonitor and measure team performance reporting requested information.Collaborate with cross-functional teams to integrate customer service with overall business operations and to implement process improvementsEnsure an environment where team members' input is valued and consideredMonitor and improve service metricsDevelop and implement new or improved service metrics when neededManage process documentation ensuring compliance with company standardsIdentify and mitigate process risks and issuesLead process improvement projects from start to finishQualificationsProven work experience as a team manager or similar roleStrong analytical and problem-solving skillsAbility to lead and manage cross-functional team interactionsExcellent communication and interpersonal skillsAbility to work under pressure and meet deadlinesBachelor's degree in business, management, communications or a related field preferred; equivalent experience may be considered.Proficiency in Microsoft Office and Salesforce; ability to learn and utilize company-specific systems and technologyWe consider applications for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, sexual orientation, citizenship status, genetic information, or any other legally protected status.