Job Description
Job Description
About the Role
A growing residential and in-home services company in the northwest suburbs is seeking a Customer Service Manager to lead day-to-day front office operations. This role is critical to delivering a smooth, professional, and empathetic customer experience, while also coordinating across teams to ensure appointments, dispatching, and lead follow-up all run on time.
As we scale, we need someone organized, detail-driven, and proactive — someone who sees the big picture and isn’t afraid to jump in and create clarity amid the daily whirlwind.
What You'll Do
- Lead, train, and manage a team of Customer Service Representatives (CSRs)
- Monitor all inbound customer communications (calls, emails, messages) for responsiveness and tone
- Schedule and confirm service and sales appointments for residential customers
- Coordinate with sales reps and dispatch to maximize efficiency across calendars
- Participate in daily huddles to track follow-ups, to-dos, and priorities
- Step in to handle escalated customer concerns with empathy and urgency
- Track reviews, callback trends, and satisfaction data to help improve the customer journey
- Maintain CRM records and reporting procedures (Salesforce familiarity preferred)
- Support CSR hiring, onboarding, and performance reviews
What We're Looking For
- 2+ years in a customer service management or team lead role
- Experience in a home services business (plumbing, HVAC, etc.) is a plus
- Comfortable working across teams (sales, dispatch, technicians)
- Tech-savvy: strong with CRMs, Microsoft Teams, Excel, Outlook
- Process-driven, calm under pressure, and excellent at follow-through
Benefits & Perks
- Competitive salary (commensurate with experience)
- Health, dental, and vision insurance
- Paid holidays and vacation time
- 401(k) match
- Supportive, collaborative team environment
Company DescriptionAt Angel Water, Inc., we don’t just install and service water purification systems; we’re passionate about educating our community on water quality. With over 40 years of experience and a strong reputation in the Chicagoland area, you'll be part of a team that's recognized and respected. Plus, our commitment to your professional growth means you’re always learning and always improving.
Company Description
At Angel Water, Inc., we don’t just install and service water purification systems; we’re passionate about educating our community on water quality. With over 40 years of experience and a strong reputation in the Chicagoland area, you'll be part of a team that's recognized and respected. Plus, our commitment to your professional growth means you’re always learning and always improving.