{"id":3756786,"url":"https://alion.io/job/reimerhvac-customer-service-manager","title":"Customer Service Manager","company":{"id":2189987,"name":"ReimerHVAC","domain":"reimerhvac.com","url":"https://alion.io/company/reimerhvac","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cheektowaga, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T17:14:25Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-10T22:42:19Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Overview\nAbout Us: For over 100 years, Reimer Home Services has been the trusted name for HVAC, plumbing, and electrical services throughout Buffalo and Western New York. We are committed to delivering exceptional customer experiences, investing in our employees, and building a culture of accountability, teamwork, and continuous improvement. If you're looking to grow your leadership career with a company that values performance and people, Reimer is the place for you. Ready to TRADE up to a better opportunity? We're hiring a Call Center Manager to lead our Customer Service and Dispatch operations. This is a key leadership role responsible for driving team performance, developing employees, improving processes, and ensuring an outstanding experience for every customer who contacts Reimer. Why You'll Love Working Here:\nCompetitive salary: $80,000 - $100,000 annually, based on experience\nCompany-paid Medical, Dental, and Vision Insurance\nDisability and Life Insurance\n401(k) with Company Match\nPaid Holidays and Paid Time Off (PTO)\nOngoing leadership development and career advancement opportunities\nJoin an established company with over a century of success and stability\nWhat You'll Be Doing:\nLead, coach, and develop a team of Customer Service Representatives and Dispatch personnel\nConduct one-on-one coaching sessions, performance reviews, and employee development planning\nCreate a culture of accountability, engagement, and continuous improvement\nMonitor and analyze KPIs, call metrics, booking rates, customer satisfaction scores, and overall team performance\nReview customer interactions and provide actionable coaching to improve results\nManage staffing, scheduling, and daily call center operations to maximize efficiency\nPartner closely with Service, Sales, Installation, and Leadership teams to support company objectives\nResolve escalated customer concerns professionally and effectively\nIdentify opportunities for process improvements that enhance both the customer and employee experience\nLead team meetings, communicate expectations, and drive operational excellence\nWhat We're Looking For:\n3+ years of leadership experience in a call center, contact center, customer service, or dispatch environment\n5+ years of experience in customer service, call center operations, dispatch, or related fields\nProven ability to lead, coach, and develop teams of 10+ employees\nStrong understanding of call center KPIs, productivity metrics, and performance management\nExcellent communication, problem-solving, and decision-making skills\nExperience using reporting tools and data to drive operational improvements\nHighly organized with exceptional time management and prioritization skills\nAbility to thrive in a fast-paced, high-volume service environment\nHome services industry experience is a plus but not required\nSchedule / Compensation:\nFull-time, in-person position based in Cheektowaga, NY\n$80,000 - $100,000 annual salary based on experience and qualifications\nJoin a company where your leadership makes a direct impact on employees, customers, and business success. If you're passionate about developing people, improving performance, and delivering exceptional customer experiences, apply today and build your future with Reimer Home Services. Reimer Home Services is an Equal Employment Opportunity Employer. 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