Job Description
Job Description
This isn't a "desk job" management position. You'll be in the trenches with your team, handling customer calls, processing work orders, and solving problems while coaching and developing the next generation of customer service professionals.
We're seeking a hands-on Customer Service Manager in our Des Moines office who thrives in a working manager role. You'll lead our customer service team while staying actively involved in daily customer interactions - the best of both worlds for someone who loves customer service and developing people.
What You'll Do
- Directly supervise and coach customer service representatives
- Create schedules and ensure optimal team coverage for seamless customer support
- Handle escalated issues and complex customer situations that require expert attention
- Take customer calls, emails, and portal requests alongside your team
- Create and process work orders based on customer needs
- Dispatch work orders to field technicians and coordinate scheduling
- Conduct post-service follow-up calls to ensure customer satisfaction
- Handle maintenance contract scheduling and renewals
- Manage work order review processes to ensure accuracy and timeliness
- Oversee site set-up processes and maintain data accuracy in company systems
- Monitor team performance metrics and identify improvement opportunities
- Develop training materials and update customer service procedures
- Track key performance indicators including response times, customer satisfaction, and work order completion
- Identify process improvements and implement best practices
- Communicate customer feedback and trends to leadership
- Ensure compliance with service level agreements and company policies
What You Bring
- High school diploma or GED required
- 3+ years of customer service experience (service dispatch or field service coordination strongly preferred)
- 1 or more years of direct management or team lead experience
- Hands-on experience with work order management systems and dispatch coordination preferred
- Proven track record with customer service software and CRM systems
- Natural coaching ability with a passion for developing people
- Excellent communication skills - both written and verbal
- Strong problem-solving skills and conflict resolution abilities
- Master multitasker who can balance management duties with customer service work
- Detail-oriented with strong organizational skills
What We Offer
- Employee-Owned Advantage: Join a 100% employee-owned company—your impact matters, and you share in the success.
- Top-Tier Benefits: Premium medical, dental, and vision plans, life insurance, 401(k), HSAs/FSAs, and EAP support.
- Tools for the Job: Stay equipped with a company-issued phone and monthly vehicle allowance.
- Learn and Lead: Grow professionally with continuous training and development, supported by our state-of-the-art lab.
- Balance that Works: PTO, sick time, parental leave, volunteer hours, and a culture that values your time.