Customer Service Operations Manager Jobs in Michigan

Capitol Supply and Service, a Style Crest company, is seeking a highly organized and proactive HVAC Office Operations Manager to lead the administrative and coordination functions of our service department. This role is ideal for someone who thrives in a fast-paced office environment, excels at managing people and processes, and ensures everything behind the scenes runs smoothly.

In this position, the HVAC Office Operations Manager provides operational leadership for the service department, overseeing scheduling, dispatch, billing, workflow processes, and customer communication. This role works closely with the Service Manager, who oversees field technicians and financial performance, while the Operations Manager ensures smooth execution of daily operations.

For over 30 years, Capitol have been a trusted partner to the Manufactured Housing Industry, offering HVAC services, repairs, and refurbishments. Our mission is to deliver high-quality products, competitive pricing, and exceptional customer service, building a strong reputation in the process. With five Michigan locations, we provide comprehensive services, including furnace, air conditioner, water heater repairs, and HVAC installation.

Key Responsibilities

Service Coordination Leadership

• Lead and manage Service Coordinators and daily coordination activities
• Set performance expectations and ensure workflow accountability
• Provide coaching, training, and development for team members
• Resolve scheduling conflicts and provide coverage during peak times

Scheduling & Dispatch Oversight

• Manage technician scheduling, routing, and workload distribution
• Optimize appointment allocation and geographic efficiency
• Coordinate emergency response and on-call coverage
• Track and improve scheduling KPIs (response times, completion rates, etc.)

Workflow & Order Management

• Oversee service and installation workflow from order entry to completion
• Ensure accuracy and timeliness of work orders and documentation
• Identify and resolve workflow delays

Billing & Administrative Operations

• Oversee invoicing, quoting, and billing processes
• Audit invoices for accuracy and resolve discrepancies
• Support accounts receivable and payroll coordination

Customer Service Coordination

• Support resolution of customer inquiries and service concerns
• Ensure timely follow-up and fulfillment of service commitments
• Maintain strong customer relationships through effective communication

Field Operations Support

• Act as liaison between office operations and field technicians
• Support job readiness, parts coordination, and equipment availability
• Assist with basic HVAC technical questions

Inventory & Fleet Coordination

• Monitor inventory levels and coordinate material procurement
• Assist with inventory counts and discrepancy resolution
• Oversee service vehicle readiness, maintenance, and compliance

Reporting & Performance Analytics

• Analyze operational data including scheduling, workload, and productivity
• Track KPIs and recommend process improvements
• Report insights to leadership

Team Development

• Assist with hiring, onboarding, and training of coordinators
• Foster a collaborative, customer-focused team environment

Requirements

• 3 to 5+ years of experience in HVAC operations, service coordination, or dispatch leadership
• Prior supervisory experience in a service or administrative team
• Strong understanding of HVAC service operations (manufactured housing experience preferred)
• Proven ability to manage scheduling, workflows, and operational processes
• Experience with dispatch/service management software and Microsoft Office
• Strong analytical, organizational, and problem-solving skills
• Excellent communication and customer service abilities
• Demonstrated leadership and team development skills

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary and AD&D)
• Vacation Time
• Short Term & Long Term Disability
• 401K with Company Match
• Paid Holidays

Capitol Supply and Service, a Style Crest company, is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. We ensure fair treatment in all aspects of employment, including recruitment, hiring, training, promotion, and compensation. Our commitment to diversity and inclusion fosters a workplace where every individual is valued and respected.