Job Description

Job Title: Customer Service Manager

Location: Alexandria, VA

Industry: Home Services (HVAC, Plumbing, Dispatch)

Pay: $80,000 base + up to $25,000 in commission (based on KPIs)

About Our Client:

Addison Group is partnering with a growing home services company that is committed to delivering top-tier service to residential clients. Our client is seeking a dynamic, people-first Customer Service Manager to lead a team of representatives and dispatchers. This is an excellent opportunity for someone who thrives in a fast-paced environment and enjoys mentoring and building team culture.

Job Description:

The Customer Service Manager will be responsible for overseeing a team of customer service and dispatch professionals, ensuring high-quality service delivery and operational efficiency. This role is hands-on and leadership-focused, with an emphasis on team development, customer satisfaction, and cross-functional collaboration with service and sales departments.

Key Responsibilities:

• Provide day-to-day leadership to a team of Customer Service Representatives and Dispatchers
• Implement and uphold best practices for customer service operations
• Coach, mentor, and train team members to drive performance and professional growth
• Collaborate with other departments to ensure timely and accurate resolution of service issues
• Monitor service levels, KPIs, and customer satisfaction, taking corrective action as needed
• Help cultivate a supportive, engaged, and high-performing team culture

Qualifications:

• Minimum 5 years of experience in a customer service leadership role
• Prior experience in the home services, trades, or retail service industry (e.g., HVAC, plumbing, chain retail, electronics)
• Strong people-management background with a track record of building successful teams
• Comfortable using Microsoft Office Suite; exposure to tools like ServiceTitan a plus
• Excellent communication, coaching, and problem-solving skills
• Bachelor’s degree preferred but not required

Additional Details:

• On-site position: 100% in office
• Schedule: Monday–Friday, 7:30 AM – 4:30 PM (flexibility required)
• Team Size: 7 Customer Service Reps + 3 Dispatchers
• Interview Process: Phone screen followed by in-person panel interview
• Background check required (conducted by client)

Perks:

• Competitive base salary with performance-based commission
• Opportunity to shape team culture and lead organizational change
• Direct visibility with company leadership
• Growth potential within a stable and well-established organization

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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