Customer Service / Dispatch Manager

Customer Service Manager

Location: Grand Rapids, MI
Vander Hyde Mechanical — Serving West Michigan for 35+ Years

Vander Hyde Mechanical, a family-owned and well-established HVAC, Plumbing, and Electrical company, is seeking a Customer Service Manager to provide focused leadership to our Customer Service and Dispatch department.

This position is part of a departmental restructuring. Historically, customer service leadership responsibilities were combined with broader administrative duties. We are now transitioning to a dedicated management role with the sole purpose of overseeing, supporting, and strengthening the Customer Service and Dispatch function.

• Position Overview

The Customer Service Manager will be responsible for the daily operations and performance of our Customer Service Representatives and Dispatchers. The initial phase in this role will include a period of observation and assessment to gain a clear understanding of current workflows, team dynamics, scheduling processes, and communication patterns.

Following this period, the Manager will collaborate with company leadership to implement structured, practical improvements that enhance consistency, efficiency, and the overall customer experience. This role requires a professional who can provide clarity, stability, and strong coordination within a high-volume service environment.

Key Responsibilities

• Lead the daily operations of the Customer Service and Dispatch team

• Conduct an initial assessment of existing processes, workflows, and team structure

• Develop and refine standard operating procedures as needed

• Provide coaching, support, and performance feedback to team members

• Ensure effective call handling, scheduling, and dispatch accuracy

• Manage escalated customer concerns with professionalism and sound judgment

• Assist with coverage and call support when operationally necessary

• Maintain service metrics and prepare reports for leadership

• Strengthen cross-department communication, particularly with field managers and technicians

Qualifications

• Minimum 2 years of supervisory or management experience (required)

• Strong background in customer service; 5+ years preferred

• Prior experience in dispatching or high-volume call environments (preferred)

• Demonstrated ability to analyze workflows and support organizational improvements

• Excellent communication, coaching, and leadership skills

• High level of professionalism, sound decision-making, and organizational discipline

• Ability to lead a team through change in a steady, thoughtful manner
  
  

Compensation & Benefits

• $24–$30 per hour, based on experience