Customer Service Operations Manager Jobs in Michigan

• Location 1289 S. M-37,Traverse City, MI, 49685-6968,United States
• Base Pay $75,000.00 - $100,000.00 / Year
• Job Category Admin
• Employee Type Full Time - Exempt
• Manage Others Yes

• Name Human Resources
• Phone 231-699-1018
• Email HR@callgtr.com

• Serve as a communication link among operations leadership, field staff, dispatch, customer service, field support, Account Managers, Project Managers, Estimators, and other departments.
• Follow up on assigned operational tasks, open issues, customer concerns, process-improvement items, and commitments to help maintain momentum and accountability.
• Coordinate operational meetings, project reviews, account reviews, technician updates, and departmental follow-up as directed by the Operations Manager.
• Reinforce expectations for professionalism, teamwork, customer service, safety, and consistent communication.

• Track recalls, service errors, repeat visits, incomplete work, project deficiencies, and customer concerns for review with the Operations Manager.
• Gather information needed for root-cause review, corrective action, training, customer follow-up, and process improvement.
• Help ensure customer communication is timely, accurate, professional, and consistent with company standards.
• Monitor recurring customer or operational trends and bring them forward for review.

• Support the Operations Manager with Account Manager communication, planning, customer follow-up, development, and accountability routines.
• Support Project Manager and Estimator workload coordination, communication, development, accountability, and follow-through.
• Review open estimates, awarded work, project backlog, upcoming commitments, customer concerns, and items requiring management attention with the Operations Manager.
• Help identify scope, scheduling, labor, material, subcontractor, documentation, or communication issues that may affect customer satisfaction or project performance.

• Coordinate with field support, warehouse personnel, technicians, customer service, and leadership to help ensure parts, tools, equipment, vehicles, and materials are available when needed.
• Follow up on shortages, delayed parts, mispicks, damaged items, vehicle concerns, equipment issues, and job-readiness concerns.
• Support fleet management activities, including maintenance scheduling, repair coordination, inspection tracking, documentation, and communication of vehicle concerns.
• Reinforce company safety practices, job-site expectations, vehicle-use expectations, and operational procedures.
• Identify process-improvement opportunities related to parts flow, job readiness, fleet reliability, safety, and field support communication.

• Collaborate with the Operations Manager to identify employee training needs, process gaps, performance concerns, and coaching opportunities.
• Partner with Human Resources and operations leadership when employee concerns, conduct issues, or development needs arise.
• Reinforce company policies, procedures, safety expectations, communication standards, and professional conduct.
• Promote a positive team environment through accountability, consistency, respectful leadership, and clear follow-through.

• Strong organization, prioritization, follow-through, and attention to detail in a fast-paced operational environment.
• Ability to coordinate work across office, field, dispatch, customer service, account management, project management, estimating, and support teams.
• Strong verbal and written communication skills with the ability to provide clear updates, gather information, and escalation issues appropriately.
• Working knowledge of field service operations, scheduling, dispatch, customer service, project coordination, estimating, and job workflow preferred.
• Comfort with operational software, Microsoft Office tools, reporting, job management systems, timekeeping, purchase orders, and operational data.
• Sound judgment, confidentiality, professionalism, and ability to handle customer and employee concerns calmly and consistently.
• Valid driver’s license and clean driving record.

• Associate degree or bachelor’s degree in Business Administration, Operations Management, Construction Management, HVACR, or a related field preferred; equivalent education, training, and relevant experience will be considered.
• Minimum of three years of experience in operations, field service, dispatch, customer service, HVACR, construction, project coordination, estimating, account management, or a related environment preferred.
• Prior lead, coordinator, supervisor, assistant manager, employee-support, training, reporting, or performance follow-up experience preferred.
• Experience with commercial HVACR operations, Service Titan, scheduling, dispatch, job costing, project workflow, estimating, or field support is strongly preferred but not required.

• Ability to sit, stand, walk, and safely navigate office, warehouse, and job-site environments, including stairs and uneven surfaces.
• Ability to occasionally lift and carry items up to 25 pounds, including tools, equipment, parts, files, or job-related materials.
• Manual dexterity and visual acuity needed to use computers, phones, tablets, office equipment, mobile devices, documents, spreadsheets, and job management systems.
• Ability to travel occasionally among job sites, warehouse areas, customer locations, and company offices.

This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. This document does not create a contract of employment, either express or implied.

Grand Traverse Refrigeration Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

The Assistant Operations Manager supports the Operations Manager in coordinating daily operations across service, installation, maintenance, dispatch, field support, account management, project management, and estimating. This role helps strengthen communication, follow-through, customer satisfaction, team accountability, and consistent operational performance while developing the leadership, technical, financial, and business skills needed for increased operational responsibility.

Provides day-to-day support, direction, and follow-up as assigned by the Operations Manager. This role supports team accountability and communication but does not replace the Operations Manager’s authority for personnel decisions, department priorities, or overall operational accountability.