Customer Service Manager

Since 1904, customers have trusted John Ray & Sons for complete home comfort and peace of mind. We have earned their trust by consistently providing exceptional value through outstanding service, competitive pricing, and premium products.

Supervise customer service staff and workflow processes including pricing and retention activities, manage customer issues, take escalated calls, and resolve concerns (one-call resolution).  Work in partnership with Service, Sales, Operations, Credit, Delivery, and other departments for timely resolution of customer issues. Interview, train, develop, and manage customer service staff. Must understand and effectively communicate the vision of the organization to direct reports. Capably perform other duties as assigned.

Job Requirements:

  • Requires a high school diploma or equivalent. College degree from an accredited university preferred.
  • Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately.
  • Ability to adjust priorities and manage time wisely in a fast-paced environment.
  • Ability to accurately maintain and organize records and documentation.
  • Ability to communicate in a clear, concise, understandable manner, listen attentively to others, and provide instructions to others.
  • Ability to resolve complex/escalated issues and be high energy, self-motivated and quick thinking.
  • Ability to take ownership of customer issues and bring them to resolution creating customer advocates.
  • Ability to work a full-time schedule including nights, weekends, and holidays.
  • Ability to motivate others in a fast-paced and demanding environment.
  • Strong call center call flow management ability and experience desired.

 Employee Benefits:

  • Medical, Dental and Vision plans
  • 401(k) with company match
  • Paid vacation and company holidays
  • Prescription plan
  • Tuition reimbursement

John Ray & Sons is proud to be an equal opportunity employer, and is committed to a drug- and alcohol-free workplace.

Upload your resume here or apply in person at 2900 Sixth Avenue, Troy, NY 12180.