Customer Service Manager
Listed on 2026-02-03
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Management
Client Relationship Manager, Operations Manager, Program / Project Manager
$80,000 – $90,000 Annually + Full Benefits, PTO, 401K and More.
For more than 80 years, our company has been a trusted provider of security and smart home/building solutions, proudly serving families, homeowners, and businesses throughout the region. Headquartered in Hoffman Estates, we have built a reputation for delivering reliable systems, exceptional support, and outstanding customer service. From residential smart home and security systems to commercial access control, surveillance, and building automation solutions, we are committed to keeping our clients safe, connected, and empowered.
As we continue to grow, we are looking for a Customer Service Manager to oversee our support team and ensure seamless communication from the first call to installation, maintenance, and ongoing service. This individual will play a key role in maintaining the high level of service our clients expect—whether a family installing their first smart home system or a business managing multiple commercial sites—while improving systems, supporting staff, and creating an exceptional experience for every customer.
Responsibilities- Lead, coach, and mentor a team of customer service representatives serving both residential and commercial clients.
- Oversee daily operations including scheduling and coordinating installations, preventive maintenance, and service appointments.
- Respond to inquiries and resolve technical or service issues with professionalism, empathy, and care.
- Troubleshoot smart home, security, and building systems, collaborating with field technicians and technical teams as needed.
- Coordinate with installation teams, engineers, and other departments to ensure smooth communication and service delivery.
- Develop training programs and set service standards to support diverse client needs.
- Monitor performance metrics, service logs, and customer satisfaction feedback.
- Handle escalated concerns and ensure timely resolution for both residential and commercial clients.
- Prepare reports on team performance, client experience, and system performance trends.
- Identify opportunities to improve processes, streamline workflows, and strengthen long-term client relationships.
- Minimum of 2 years of management or supervisory experience.
- Must have Salesforce experience.
- Strong leadership skills with the ability to train and motivate a team.
- Excellent communication, organizational, and problem-solving abilities.
- Experience troubleshooting technical systems or coordinating field service support is a plus.
- Ability to manage multiple priorities in a fast-paced, client-focused environment.
- Proficiency in Microsoft Office Suite.
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