Customer Service Manager

Headquartered in Fort Wayne, IN, WaterFurnace designs and manufactures ultra-efficient, renewable-energy comfort products that provide heating, cooling and potable hot water solutions for use in both homes and commercial buildings. We employ more than 360 people in R&D, Manufacturing, Marketing, and Sales roles across the US and Canada. For almost four decades, our Geothermal Heat Pumps, Water Source Heat Pumps, and Heat Recovery Chillers have been reducing energy usage consumption and increasing comfort in buildings around the world.

Our Purpose

To transform the way we use energy, protect resources for future generations, and give people the freedom to focus on life.

Job Overview

We are seeking an experienced and customer-focused Customer Service Manager to lead our Residential Customer Service and Warranty teams. This position is responsible for providing strong leadership, developing team members, delivering an exceptional customer experience, and continuously improving the processes and systems that support our customers. Geothermal knowledge would be plus.

The Customer Service Manager will lead the Residential Customer Service and Warranty teams, ensuring a high level of customer satisfaction while driving efficiency, consistency, and continuous improvement. This position will monitor current processes and procedures, work with team members to identify areas for continued improvement and implement changes to increase efficiency and customer satisfaction.

This position plays a key role in supporting our residential customers and dealer network by ensuring questions, service needs and warranty concerns are addressed promptly, professionally and consistently.

This position requires strong verbal, written and interpersonal communication skills. This role requires cross-functional engagement working with sales, engineering, tech support, shipping, customer service and operations. Strong organizational skills and the ability to manage multiple activities simultaneously are vital.

You'll receive an attractive compensation package including a competitive salary, 401K with match, excellent health benefits (including medical, vision, dental and prescription coverage), tuition reimbursement, paid vacation and PTO along with annual performance reviews that offer potential merit increases and more.

Key Responsibilities

• Responsible for team performance, staffing, coaching, development of team members, workload allocation, and accountability.

• Lead by example, demonstrating accountability, professionalism and a commitment to exceptional customer service
• Oversee the day-to-day operation for escalated customer issues, warranty/customer concerns, response times, service levels, customer satisfaction and consistency of communication
• Hire and train new Customer Service team members
• Monitor and measure team performance reporting requested information.
• Collaborate with cross-functional teams to integrate customer service with overall business operations and to implement process improvements
• Ensure an environment where team members’ input is valued and considered
• Monitor and improve service metrics
• Develop and implement new or improved service metrics when needed
• Manage process documentation ensuring compliance with company standards

• Identify and mitigate process risks and issues

• Lead process improvement projects from start to finish

Qualifications

• Proven work experience as a team manager or similar role

• Strong analytical and problem-solving skills

• Ability to lead and manage cross-functional team interactions

• Excellent communication and interpersonal skills

• Ability to work under pressure and meet deadlines

• Bachelor’s degree in business, management, communications or a related field preferred; equivalent experience may be considered.

• Proficiency in Microsoft Office and Salesforce; ability to learn and utilize company-specific systems and technology
• We consider applications for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, sexual orientation, citizenship status, genetic information, or any other legally protected status.