Customer Service Manager
About The Position
Topline Heating & Air is a rapidly growing residential HVAC company serving Lancaster and surrounding areas. Our success depends on delivering an exceptional customer experience during the most critical phase of the journey—from contract signature through installation. We are seeking a Customer Service Manager who brings structure, accountability, and leadership to a fast-paced, high-volume operation. The Customer Service Manager leads the team responsible for every post-sale customer interaction, including scheduling, coordination, issue resolution, and escalations. This role owns the customer experience between sale and install completion and acts as the operational buffer between customers and install leadership—solving problems before they escalate and keeping installs on schedule. This is a hands-on leadership role for someone who thrives under pressure, manages people effectively, and drives performance in real time.
Requirements
- 3+ years managing customer service, dispatch, or scheduling teams in high-volume environments
- Strong background in scheduling coordination, dispatch, or install logistics
- Confident leader who enforces standards and accountability
- Calm, professional communicator who performs well under pressure
- Data-driven mindset with the ability to adapt quickly in a fast-moving operation
Nice To Haves
- Residential home services experience strongly preferred (HVAC, plumbing, roofing, solar, etc.)
Responsibilities
- Lead, coach, and manage Customer Service Representatives handling post-sale customer interactions
- Set clear expectations and hold the team accountable to scheduling accuracy, response times, and resolution standards
- Own customer escalations from start to finish, de-escalating issues and protecting customer relationships
- Oversee install scheduling, confirmations, and dispatch coordination with Install Managers
- Ensure clean handoffs from Sales and Permitting to Installation
- Track trends, identify root causes, and partner with Operations to drive process improvements
- Hire, onboard, and ramp new CSRs as business volume grows
- Enforce CRM documentation, communication, and scheduling discipline
Benefits
- Medical, dental, and vision insurance
- Paid time off (PTO) and paid holidays
- 401(k) with company contribution
- Opportunities for advancement in a fast-growing company
- Stable, year-round work with strong leadership support
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
