Customer Service Manager

Airtron•Charlotte, NC

22h

About The Position

At Airtron Heating & Air Conditioning, the Customer Service Manager leads and grows the Customer Service department and works with managers and field employees to improve the overall customer experience. The role oversees customer service and dispatching activities, with a focus on efficient scheduling, customer satisfaction, and ensuring technicians arrive at appointments on time. The manager provides supervision, training, coaching, feedback, and leadership to assigned teams; sets objectives, delegates work, communicates management direction, and addresses performance concerns. The role also supports hiring, monitors KPIs, updates senior management on performance, recommends operational improvements, and ensures administrative reporting, paperwork, company policies, and safety procedures are followed. Duties may vary by location, and other duties may be assigned. The position is based in an open, fast-paced office environment. It involves frequent lifting or moving of up to 20 pounds and frequent bending, kneeling, or crouching, along with periods of standing, walking, or sitting. It also requires the physical abilities needed to use office equipment and a computer, communicate, and reach, grasp, lift, push, and pull objects.

Requirements

Bachelor’s degree; related work experience may be substituted for education.
5–9 years of experience managing a customer service function.
At least 3 years of experience with Microsoft Excel, Word, and Outlook, with excellent computer competency.
Familiarity with ERP, customer service, or related computer software.
Ability to manage projects and resources.
Effective English communication skills, both verbal and written.
Valid driver’s license.
Ability to work overtime with little notice; weekend hours may occasionally be required.
Customer-service mindset with internal and external customers.
Ability to work independently and collaboratively as part of a team, including with all levels of the organization.
Strong work ethic and consistent, effective leadership behaviors.
Sound judgment and decision-making ability.
Strong interpersonal communication and collaboration skills; excellent verbal and written communication skills.
Ability to work in a fast-paced environment and manage multiple tasks with strong organization and attention to detail.
Ability to learn industry, company, product, or technical knowledge and communicate it effectively to customers.
Willingness to learn and contribute as a team member; positive attitude.
Ability to build positive relationships with internal and external customers.
Safety mindset and acceptance of a safety culture.

Nice To Haves

Advanced college degree.
Customer service experience in an HVAC business setting.

Responsibilities

Lead and grow the Customer Service department.
Partner with managers and field employees to enhance overall customer service quality.
Create and regularly review KPIs with direct reports.
Oversee customer service and dispatching activities to maximize scheduling efficiency without compromising customer satisfaction.
Manage processes to ensure technicians arrive at designated appointments on time.
Provide ongoing supervision, training, coaching, and feedback to improve performance and meet objectives.
Lead the team through objective setting, delegation, and communication in accordance with senior management direction.
Address performance concerns with constructive, ongoing feedback and consequences when performance remains below standards.
Provide senior management with regular performance updates and recommendations.
Hire new team members effectively.
Seek ways to improve results and effectiveness, and recommend process or operational improvements.
Ensure administrative guidelines for reporting and paperwork are followed.
Follow company policies and procedures, including safety requirements.
Perform other duties as assigned.