HVAC Customer Care Manager

Join Our Team as an HVAC Customer Care Manager

You've been leading customer service or call center teams for a few years now, and you know how to keep people motivated, organized, and focused on the customer. You care about doing things the right way, you like improving processes, and you enjoy helping your team grow. If that sounds like you, this could be a great next step.

As our HVAC Customer Care Manager, you'll guide our customer service and dispatch teams, keep daily operations running smoothly, and make sure our customers have a consistently positive experience from the first call to the final follow-up.

What You'll Do

Coach, support, and develop your team so they hit performance goals and continue to grow
Monitor calls, workflows, and schedules to keep the day running efficiently
Step in on escalated customer situations and turn them into positive outcomes
Track and report on KPIs so leadership has a clear view of performance
Train new team members and provide ongoing feedback and recognition
Work with other departments to improve processes and remove roadblocks
Help implement changes and make sure your team understands the why behind them

What Success Looks Like

You bring structure, accountability, and encouragement to your team. You notice what's working, fix what isn't, and communicate clearly so everyone stays aligned. Your team knows what's expected, feels supported, and consistently delivers a strong customer experience.

Schedule and Work Environment

This is an in-office role, Monday through Friday from 8:00 AM to approximately 6:00 PM. You'll be part of the daily operation and available to support your team throughout the day.

Compensation and Benefits

Base salary of $60,000, depending on experience, with additional earning potential
Performance-based bonus opportunities
Year-round work stability
2+ weeks of accrued PTO in your first year
5 paid holidays plus your birthday off
Medical, dental, vision, life, and supplemental insurance
401(k) with 3% full match and partial match on 4-5%
Ongoing training, coaching, and advancement opportunities
Quarterly incentives tied to performance goals
Team events and a collaborative work environment

What We're Looking For

Experience leading customer service, dispatch, or call center teams (ideally 5 or more direct reports)
Strong phone-based customer service background
HVAC or home services industry experience
ServiceTitan experience preferred (at least one year)
Comfortable tracking performance metrics and holding a team accountable to them
Proficiency with Microsoft Office 365, including Teams and Excel
Organized, detail-oriented, and able to manage multiple priorities
Clear communicator who enjoys coaching and developing people

If you like building strong teams, improving processes, and creating a great experience for both customers and employees, you'll fit right in here.