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.

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.

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.

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.

We embrace change with courage, creativity, and purpose. We move quickly, adapt effectively, and turn challenges into opportunities.

We take responsibility for our actions, decisions, and outcomes. We don't just identify problems—we become part of the solution.

We lift each other up and win together. Through trust, collaboration, and open communication, we achieve more than we ever could alone.

Good enough is never enough. We pursue greatness in everything we do and strive to exceed expectations every step of the way.

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.

• 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.

• 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…