Customer Service Manager

Basepoint Building Automations • Des Moines, IA, US • 3m ago

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.

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