Customer Service Manager

Company Description Comfort Matters Heating, Cooling, & Plumbing specializes in HVAC and plumbing service and change out work. The company emphasizes high-quality craftsmanship and integrity, reflected in the training and professionalism of its team members. Comfort Matters is committed to providing a hassle-free, enjoyable experience for customers through reliable service and clear communication. The organization values accountability and will work diligently to correct any mistakes to the customer’s satisfaction.

This culture of service and continuous improvement creates a supportive environment for team members who take pride in their work.

Role Description The Customer Service Manager is a full-time, on-site role based in Maple Grove, MN. This position oversees daily customer service operations, including managing the customer support team, monitoring service quality, and ensuring timely responses to inquiries, service requests, and follow-ups. The role involves handling escalated customer issues, maintaining high levels of customer satisfaction, and aligning service processes with company standards.

The Customer Service Manager will develop and refine workflows, track key performance metrics, and use data to improve service delivery. This role collaborates closely with operations, dispatch, and technical teams to ensure clear communication with customers and a smooth end-to-end service experience.

Qualifications

• Strong customer-focused skills, including Customer Satisfaction and Customer Service Management.
• Experience in Customer Support, including handling escalations and resolving complex service issues.
• Solid Analytical Skills to interpret service data, identify trends, and recommend process improvements.
• Excellent Communication abilities for interacting with customers, coaching team members, and collaborating with internal teams.
• Prior experience in managing or supervising a customer service team, preferably in home services, HVAC, or related industries.
• Proficiency with customer relationship management (CRM) systems and basic office software tools.
• Demonstrated ability to stay calm under pressure, prioritize multiple tasks, and maintain a professional demeanor.
• High school diploma or equivalent required; additional education in business, communications, or a related field is beneficial.
• Service titan experience recommended but not required.