Customer Service Manager

Customer Service Manager – On-site You’re a customer-focused leader who thrives on developing people, improving processes, and leveraging technology to create exceptional customer experiences while driving business growth. Who We Are We’ve proudly served the Dayton area since 1969 and have grown into Columbus, Cincinnati, and Northern Kentucky. By being intentional about who we bring onto our team, our customers feel the difference. At Logan Services, doing things the right way matters. We believe excellence comes from strong foundations, teamwork, and pride in what you do. We value integrity, continuous learning, and showing up for one another. People often come to Logan looking for a job and stay because they find a fulfilling career, opportunities for advancement, and a team that genuinely cares about their success. Why Choose Logan Services? Competitive Pay – Excellence is recognized and rewarded. Comprehensive Benefits – Medical, dental, and vision insurance; short- and long-term disability; voluntary life insurance; and 100% company-paid group term life and AD&D coverage. Work-Life Balance – Weekly PTO accrual that grows with tenure, plus 24 hours of sick time and predictable scheduling to support life outside of work. Retirement Planning – Traditional 401(k) with a 4% company match and a Roth contribution option. Profit Sharing – Opportunities tied to individual and company performance. Professional Development – Ongoing training, leadership development, and growth opportunities to help you reach your full potential. Our PARTE Values P – People First We believe every person matters. We lead with respect, compassion, and care—for our team, our customers, and our communities—because people are the heart of everything we do. A – Agile We embrace change with courage, creativity, and purpose. We move quickly, adapt effectively, and turn challenges into opportunities. R – Radical Ownership We take responsibility for our actions, decisions, and outcomes. We don't just identify problems—we become part of the solution. T – Teamwork We lift each other up and win together. Through trust, collaboration, and open communication, we achieve more than we ever could alone. E – Excellence Good enough is never enough. We pursue greatness in everything we do and strive to exceed expectations every step of the way. The Big Task As the Customer Service & AI Experience Manager, you will lead the Customer Service Department while driving the strategy, performance, and continuous improvement of Logan Services' customer experience across every touchpoint. You will oversee customer service operations, team development, AI-powered customer experience platforms, quality assurance, performance metrics, customer communication strategies, and cross-functional collaboration to ensure exceptional service, operational efficiency, and sustained company growth. Key Responsibilities Lead the daily operations of the Customer Service Department while managing AI Customer Experience platforms and customer communication technologies. Recruit, hire, develop, coach, and retain Customer Service Representatives while managing performance, accountability, and employee development. Develop and implement onboarding, training, quality assurance, call evaluation, and coaching programs that build a high-performing customer service team. Conduct regular one-on-one meetings, performance reviews, and ongoing coaching to support employee growth and engagement. Monitor, analyze, and improve customer service performance metrics, customer satisfaction, operational efficiency, and revenue-driving initiatives. Lead seasonal workforce planning, staffing strategies, customer communication initiatives, and AI platform optimization to support business demands. Manage customer experience technology including AI platforms, automation workflows, online booking systems, after-hours call centers, lead management systems, and related software. Desired Skills and Experience Required A minimum of three (3) years of customer service leadership, team development, and customer resolution experience. Demonstrated leadership experience managing customer service teams in a fast-paced environment. Strong coaching, performance management, and employee development skills. Excellent interpersonal, written, and verbal communication skills. Strong analytical, organizational, and problem-solving abilities. Experience analyzing performance metrics and developing action plans to improve results. Strong leadership skills with the ability to build high-performing teams. Proficiency with Microsoft Office including Word, Excel, and PowerPoint. Preferred Experience within HVAC, home services, construction, skilled trades, or other service-based industries. Experience managing AI customer experience platforms, automation tools, CRM systems, or customer engagement technologies. Experience developing quality assurance programs, SOPs, and customer experience improvement initiatives. Experience leading high-volume customer service operations with a focus on customer satisfaction and operational excellence. Equal Opportunity Employer Logan Services, Inc. is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law. #J-18808-Ljbffr