Position: Full Time/Exempt Yearly Salary: $61K - $71K Position Summary:As the HVAC Customer Service Manager, you will oversee a team of HVAC Service Coordinators responsible for managing all inbound and outbound customer calls, dispatching technicians, and maintaining optimal technician schedules. The role is critical in driving team performance, ensuring call quality, and coaching coordinators for continuous improvement. Key Responsibilities: + Train, mentor, and manage the team of HVAC Service Coordinators. + Oversee daily operations of the service coordination team, ensuring prompt handling of all customer inquiries and service requests. + Utilize ServiceTitan software for scheduling, dispatching, and performance tracking (experience preferred). + Ensure service coordinators are effectively dispatching technicians and keeping schedules fully booked. + Collaborate with the Service and Installation Teams to optimize scheduling and service delivery. + Engage with team members daily to build a positive environment that promotes a culture of growth and professional advancement + Actively listen to customer concerns to fully understand their needs. + Maintain positive, energetic communication with customers to build trust and ensure a superior customer experience + Resolve issues and address complaints promptly and effectively. + Follow up with customers to gather feedback and confirm all concerns have been addressed. + Accurately document customer feedback and interactions for continuous improvement and future reference. + Monitor and evaluate call quality by regularly listening to live and recorded calls. + Provide constructive feedback and coaching to team members to enhance performance and customer satisfaction. + Track team performance metrics and KPIs, providing regular reports to leadership. + Assist in conflict resolution and handle escalated customer issues professionally. + Provide training and development to ensure the team is equipped to enhance customer retention through value-driven conversations with existing customers. + Help develop, maintain, implement and continuously improve customer service standards, policies, and procedures, while regularly providing feedback on their effectiveness. + Collaborate to resolve issues, implement solutions, and enhance the overall customer service experience across the organization. + Work with Regional, Operations, and Service Teams on the rollout of new processes and provides continual support throughout implementations. + Provide training and guidance on adopted best practices in person and remotely. + Demonstrate our communication standards and uniformity in how our employees communicate with our customers. + Assist with the recruiting, interviewing, and hiring of Service Coordinators. + Assist with and approve weekly payroll for all employees under your supervision. + Accurately complete all required reports and documentation in compliance with company standards, policies, and procedures. + Actively share trade knowledge and best practices with supervisors and colleagues to support team development. + Maintain regular and open communication with supervisor on a daily basis. + Participate in all required certifications, training sessions, and safety meetings to ensure compliance and continuous learning. + Promptly and accurately report any incidents or safety concerns. + Demonstrate reliable attendance and punctuality, consistently reporting to work as scheduled. + Attend all job-related trainings and meetings as assigned to stay current with industry standards and company expectations. + Perform additional tasks, projects, and job-related activities as assigned to support the team and organizational goals.