Customer Service Manager - L and S Mechanical : Job Details

Job Type Full-timeDescriptionAbout L&S MechanicalHeadquartered in Richardson, Texas, L&S Mechanical ( L&S ) is a leading tri-trade provider of turnkey plumbing, HVAC, and electrical installation services in the Texas, South Carolina, North Carolina and Georgia residential housing markets. Founded in 1985, L&S serves large production homebuilders in Dallas / Fort Worth, South Dallas, Houston, San Antonio and Austin through its six production warehouses. Previously owned by management, L&S was acquired by The Sterling Group, a leading middle market private equity firm, in September 2021. L&S is the largest plumbing installer in Texas and has significant opportunity to grow its HVAC and electric offerings while also expanding into new geographies through acquisition and growing its nascent home services business.The company is backed by The Sterling Group, a private equity firm established in 1982. The Sterling Group specializes in acquiring controlling interests in companies across the manufacturing, distribution, and industrial services sectors, focusing on enterprises with valuations typically between $100 million and $1 billion. To date, the firm has sponsored 67 platform buyouts, along with numerous add-on acquisitions, contributing to a total transaction value exceeding $22 billion. Currently, The Sterling Group manages over $9.4 billion in assets.Job SummaryWe are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team in a tri-trade company, which operates across multiple industries (electrical, plumbing, HVAC, etc.). The ideal candidate will be responsible for overseeing customer service operations, improving customer satisfaction, and ensuring efficient communication between departments.Key ResponsibilitiesCustomer Service Leadership:

• Lead and manage the customer service team, ensuring high-quality support across all trade divisions.
• Develop and implement customer service policies, procedures, and best practices.
• Train and mentor customer service representatives to enhance service delivery.
• Monitor customer inquiries, complaints, and resolutions to ensure a high level of satisfaction.

Operations & Process Improvement:

• Coordinate with sales, logistics, and technical teams to provide seamless customer support.
• Identify and implement process improvements to enhance efficiency and reduce response time.
• Utilize CRM systems and other tools to track customer interactions and service metrics.
• Ensure compliance with company policies, industry regulations, and trade-specific requirements.

Customer Relations & Satisfaction:

• Act as the main point of contact for escalated customer issues and work to resolve them effectively.
• Develop customer retention strategies and gather feedback for continuous service improvement.
• Analyze customer trends and provide insights to management for business growth opportunities.

Reporting & Performance Management:

• Monitor key performance indicators (KPIs) related to customer service, response time, and satisfaction levels.
• Generate reports and provide recommendations to improve service standards.
• Conduct periodic performance evaluations of the customer service team.

Qualifications & Skills

• Bachelor's degree in Business Administration, Customer Service, or a related field (preferred) or combination of experience and education.
• Minimum of 5 years of customer service experience, with at least 2 years in a managerial role.
• Experience in multi-trade industries (construction, electrical, plumbing, HVAC, etc.) is a plus.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and interpersonal abilities.
• Proficiency in CRM software, Microsoft Office Suite, and customer service platforms.
• Ability to manage multiple priorities in a fast-paced environment.

Benefits

• Medical, dental and vision insurance
• FSA with debit card
• Employer-paid Short-Term Disability (STD)
• $20K in life insurance and $20K AD&D insurance
• 401(k) employer match
• Paid Vacation
• PTO
• Paid Holidays
• Annualized reviews for merit increases
• Potential for advancement