Job Description

GVEC is looking to hire you for the position of Home Services Customer Service Manager to deliver the unexpected with a willingness to continuously develop yourself, your department, and our organization. As the Home Services Customer Service Manager, you will help support and lead our Customer Service team and foster positive relationships with our customers. This department is responsible for handling all HVAC, electrician and renewable energy services and installation jobs.

How You’ll Help

• Lead & develop the Customer Service Team through training, mentoring and supporting Customer Service Representatives to provide outstanding service
• Optimize the customer experience by implementing strategies to enhance customer satisfaction and resolve concerns effectively
• Oversee service scheduling and dispatching work closely with field technicians to ensure timely service appointments
• Monitor and improve KPIs, track response times, customer feedback and service efficiency to drive performance
• Handle escalated issues with professionalism and a solution-driven approach
• Collaborate across departments including operations, sales and field teams to improve service delivery
• Implement technology and process improvements by enhancing customer communication and service workflows through CRM and automation tools
• Manage accounts receivable and cash handling procedures

Experience/Skills You’ll Need

• Proven experience in customer service management, preferably in home services, HVAC, electrical or solar industries
• Strong leadership skills with the ability to coach and develop a high-performing team
• Experience with scheduling/dispatching software and CRM tools (e.g., Service Titan, Jobber, Salesforce, etc.)
• Excellent communication & problem-solving abilities to handle escalations and improve customer satisfaction
• Expertise in developing, evaluating and refining training programs to enhance team performance
• Customer-first mindset with a passion for delivering top-tier service
• Self-motivated individual with a strong work ethic, able to work independently with an impeccable sense of integrity
• Willingness to be available and support all departments as needed, demonstrating flexibility and a team-oriented mindset
• Bachelor's degree or equivalent experience in Customer Service
• Proficient in Microsoft Office Suite

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