Customer Service Manager

Bob Garrett Services; Salem (VA); On-site; USD 52,000 - 76,000; Full time

Job summary

Bob Garrett Services in Salem, VA seeks a hands-on Customer Service Manager to lead and coach a fast-paced team, ensuring exceptional customer experience from first contact through job completion.

You will oversee daily operations, monitor metrics, and coordinate with dispatch, technicians, sales, and leadership to keep calls, appointments, and follow-ups moving smoothly. Strong coaching and CRM skills are essential.

Qualifications

• High school diploma or equivalent.
• 2+ years of customer service, call center, scheduling, or home services experience.
• Previous leadership, supervisory, or management experience preferred.
• HVAC, plumbing, electrical, or other home services experience is a strong plus.

Responsibilities

• Lead, coach, and develop the customer service team to consistently deliver an exceptional customer experience.
• Oversee inbound and outbound call activity, appointment scheduling, lead follow-up, and customer communications.
• Monitor team performance and key metrics, including call volume, booking rates, conversion rates, and customer satisfaction.
• Establish clear expectations, goals, and performance standards for the customer service team.
• Provide ongoing coaching, feedback, and training to improve individual and team performance.
• Identify opportunities to improve call handling, scheduling processes, and overall customer experience.

Skills

Leadership

Communication

Coaching

Time management

Problem solving

Education

High school diploma or equivalent

Tools

CRM systems

Scheduling platforms

Office software

Job description

COMPETITIVE PAY, CERTIFIED TRAINING, CONSISTENT YEAR-ROUND WORK

Position:Customer Service Manager

Location: Salem, VA

Job Id:207

# of Openings:1

NWO HIRING: Customer Service Manager
Team Leadership | Customer Experience | Fast-Paced Home Services

Lead the team that creates the first impression and sets the tone for the customer experience.

As the Customer Service Manager, you’ll oversee the day-to-day operations of the customer service team, ensuring calls are handled professionally, appointments are booked effectively, and customers receive exceptional service from their first interaction through the completion of their job.

This is a hands-on leadership role for someone who knows how to coach a team, improve performance, and keep operations moving in a fast-paced environment.

What You’ll Own

• Lead, coach, and develop the customer service team to consistently deliver an exceptional customer experience
• Oversee inbound and outbound call activity, appointment scheduling, lead follow-up, and customer communications
• Monitor team performance and key metrics, including call volume, booking rates, conversion rates, and customer satisfaction
• Establish clear expectations, goals, and performance standards for the customer service team
• Provide ongoing coaching, feedback, and training to improve individual and team performance
• Identify opportunities to improve call handling, scheduling processes, and overall customer experience
• Ensure leads and unscheduled opportunities are followed up with promptly and effectively
• Partner closely with dispatch, technicians, sales, and leadership to ensure smooth communication and coordination
• Monitor customer concerns and assist with escalations when needed
• Ensure customer information, notes, and activity are accurately maintained in the CRM
• Help develop and maintain customer service procedures, call scripts, and best practices
• Assist with hiring, onboarding, and training new customer service team members
• Manage staffing coverage and scheduling to ensure adequate customer service support
• Track department performance and provide regular reporting and updates to leadership
• Support administrative and operational initiatives that improve efficiency and profitability

What You Bring

• High school diploma or equivalent
• 2+ years of customer service, call center, scheduling, or home services experience
• Previous leadership, supervisory, or management experience preferred
• HVAC, plumbing, electrical, or other home services experience is a strong plus
• Strong leadership and team-building skills
• Excellent verbal and written communication skills
• Ability to coach, motivate, and hold team members accountable
• Strong organization and attention to detail
• Comfortable working with CRM systems, scheduling platforms, and office software
• Strong problem-solving skills and the ability to handle customer escalations professionally
• Ability to multitask and stay calm in a fast-paced environment
• Results-oriented mindset with a focus on both customer experience and team performance

Why This Role Stands Out

• Lead a team that plays a critical role in the customer experience and overall business performance
• Have a direct impact on customer satisfaction, appointment volume, and revenue
• Work closely with leadership and multiple departments across the business
• Opportunity to build and develop a high-performing customer service team
• Grow your career within a stable, essential industry

Bob Garrett Services is an Equal Opportunity Employer. Employment is contingent upon successful completion of a pre-employment screening, including a background check.