Head of Client Support Services

About CVM Electric CVM Electric is a fourth-generation, family-owned electrical contracting firm serving the Western New York region since 1919, delivering commercial, industrial, and residential electrical solutions across the full spectrum of construction and service work. We're growing our service division and looking for the right person to lead it, someone who knows the trade and is ready to run the operation. The Role The Service Manager leads the day-to-day operations of CVM's service division, serving as the central point of coordination between customers, service technicians, and the ownership team. You'll own scheduling and dispatch, manage customer relationships from first call through job completion, and make sure every service interaction reflects CVM's commitment to quality and responsiveness. This is a hands-on coordination role for a seasoned electrician or field leader ready to step into the operational side of the business, someone who understands the trade deeply enough to lead it from the office. What You'll Do Schedule and dispatch service electricians, triaging and prioritizing calls based on urgency and crew availability Serve as the primary point of contact for all service customers, answering calls, providing updates, and resolving issues promptly Track all open work orders from intake through completion and ensure all billable items are captured prior to invoicing Generate proposals, quotes, and customer rate sheets for service work and small projects Procure materials and coordinate with vendors; communicating lead times to customers proactively Provide day-to-day direction and support to service technicians in the field Build and maintain relationships with repeat clients, GCs, developers, and property owners Track and report key service metrics to leadership including call volume, response times, job costs, and completion rates Support estimating for service and small project work What We're Looking For 5+ years of experience in the electrical trades, field, office/coordination, or a combination of both Demonstrated experience in a foreman, lead, or project coordination capacity NY State Journeyman or Master Electrician License strongly preferred Exceptional organizational and scheduling ability, comfortable managing multiple open work orders and competing priorities simultaneously Clear, professional communication with customers, crew, and vendors across all channels Proficiency with scheduling or project management technology Prior estimating experience at the service or small project level a significant plus Existing relationships with GCs, developers, or vendors in the WNY market a plus Why CVM We take care of the people who keep that legacy going. We offer a comprehensive benefits package including health and dental insurance, paid time off that grows with your tenure, paid holidays, 401(k), and a profit-sharing program. Field team members also earn a tool and boot allowance. This is a company where your experience is respected, your growth is supported, and long-term careers are the norm. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status. #IH Employment Type: Full Time Salary: $85,000 - $110,000 Annual