Customer Service Manager at Wagner Mechanical – Albuquerque, New Mexico

Since 1929, Wagner Mechanical has been a trusted provider of HVAC, plumbing, and electrical services throughout New Mexico. With nearly a century of experience, we are committed to delivering reliable solutions, exceptional workmanship, and outstanding customer experiences. Our reputation is built on service excellence—and our customer service team plays a vital role in that success.

• Competitive salary + performance-based incentives
• Weekly pay
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) & Paid Holidays
• Company-Paid Life Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Advancement opportunities within a growing company that promotes from within

The Customer Service Manager oversees daily operations of a high-volume call center, ensuring exceptional service delivery, strong appointment conversion rates, and seamless coordination with dispatch and field teams. This role is responsible for leading, coaching, and developing Customer Service Representatives (CSRs) while maintaining operational efficiency, service quality, and revenue performance.

• Lead, coach, and develop a team of CSRs in a fast-paced, high-volume environment
• Monitor and improve key performance metrics including call quality, booking rates, response times, and customer satisfaction
• Ensure inbound inquiries are effectively converted into scheduled, revenue-generating service appointments
• Oversee outbound scheduling, confirmation, and follow-up processes
• Resolve escalated customer concerns with professionalism and sound judgment
• Maintain CRM accuracy and enforce data integrity standards
• Partner closely with dispatch, technicians, and leadership to optimize scheduling and eliminate errors
• Conduct regular team meetings, performance reviews, and ongoing training sessions
• Analyze call center data to identify trends, opportunities, and areas for process improvement
• Ensure team compliance with company policies, procedures, and service standards

• Proven leadership experience in a call center or customer service environment (high-volume preferred)
• Strong ability to coach, motivate, and hold teams accountable to performance goals
• Excellent verbal and written communication skills
• Professional, customer-focused demeanor
• Strong problem-solving, decision-making, and conflict resolution abilities
• Highly organized with strong multitasking skills
• Experience with CRM systems and performance reporting
• High school diploma or equivalent required (Associate’s or Bachelor’s degree preferred)

All employment offers are contingent upon successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable), conducted in compliance with applicable laws and regulations.

This job description is not intended to be an exhaustive list of all responsibilities, duties, or working conditions associated with the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Wagner Mechanical is an Equal Opportunity Employer (EOE).