National Service Manager

Job Summary

The National Service Manager is responsible for leading and supporting the customer service team, making sure staff carry out their duties effectively when handling customer questions, concerns, and complaints.

Supervisory Responsibilities

• Recruits entry-level customer service staff.
• Provides onboarding and training on company service policies, procedures, and best practices.
• Plans and manages employee schedules and day-to-day workloads.
• Reviews performance regularly and delivers timely, constructive feedback.
• Manages disciplinary action and employee separations when necessary, following company policy.

Duties and Responsibilities

• Directs a team of customer service representatives and ensures company standards are followed, especially those tied to service quality.
• Reviews or monitors phone calls and other communications between customers and representatives.
• Keeps the team updated on product and service changes.
• Compiles complaint and inquiry data and prepares related reports.
• Creates monthly summaries of team performance.
• Develops reference materials such as knowledge articles and FAQ responses.
• Identifies ways to improve customer service processes and shares recommendations with the Customer Experience Manager or other relevant leaders.
• Supports budget preparation for the customer service department.
• Performs additional related duties as assigned, including service work at dealer and customer sites.
• Creates and publishes training materials for dealer service personnel.

Required Skills and Abilities

• Strong leadership and team management capability.
• Clear verbal and written communication.
• Deep understanding of customer service practices and principles.
• Strong organization and careful attention to detail.
• Ability to manage complaints professionally and stay calm under pressure.
• Skill in coaching, mentoring, and developing team members.
• Comfort using Microsoft Office or similar business software.

Education and Experience

• Minimum of three years of customer service experience.
• Supervisory experience is preferred.

Physical Requirements

• Extended periods of desk work and computer use are required.
• Must be able to lift up to 15 pounds occasionally.