EXPERIENCED HVAC CUSTOMER CARE MANAGER

Busby's Heating and Air Conditioning•Augusta, GA

8d•$65,000 - $75,000

About The Position

Elevate the Dispatch and Customer Experience teams’ customer service, technical knowledge and communication skills. Train and reinforce our company’s processes and procedures while improving profitability and customer satisfaction through strong leadership, operational oversight, and a commitment to customer service and performance. The ideal candidate combines real-world HVAC expertise with the ability to coach employees and improve key metrics.

Requirements

Maintain high levels of honesty, integrity, and compassion at all times
3-5 years of Customer Care leadership experience
History of strong work ethic, professional achievement, and company loyalty
HVAC or mechanical experience - not required - we’ll train the right person!
Ability to inspire both personal and professional growth in team members
Excellent attention to detail and problem-solving skills
Ability to provide unparalleled customer satisfaction.
Ability to drive team performance to achieve all business goals and objectives
Presentation skills and the ability to convey confident and decisive messaging
Thrive working in a fast-paced and goal-driven environment.
Proficiency in Microsoft Office (Outlook, Excel, Word)
Experience with ServiceTitan software is a plus.

Nice To Haves

Experience with ServiceTitan software is a plus.

Responsibilities

Train & lead staff on best ways to convert calls into service appointments.
Ensure achievement of department booked call and sales goals.
Create and refine call scripts so they’re clear and compelling
Become an expert in the HVAC industry
Know the customer needs and how best to engage them
Formalize a measurable coaching and training regimen
Monitor staff performance, review calls and coach for improvements
Ensure sufficient staffing to match the business demand and seasonal spikes
Perform other duties as requested
Have the opportunity to grow within our organization
Some overnight travel required (training, conferences, etc)

Benefits

Annual salary - $65K - $75K+ commensurate with experience
$10,000 annual bonus potential based on company-wide gross profit
Medical insurance (company pays 60% for individuals, families, and spouse/domestic partnerships)
Optional vision, dental and supplemental insurance
Employee hardship/relief fund
Life Insurance
Retirement 401K
Immediate accrual of PTO (Accrues from Day One, 48 hours per year for 0–5 years of service, 96 hours per year after 5 years)
8 paid holidays per year
Sick Pay: 40 hours annually—get paid to take care of yourself or a loved one
Bereavement Leave: Worry-free time off when you need it most
Opportunities for advancement
Dave Ramsey’s SmartDollar financial wellness program
Continuing education
Incentive contests
Active in community
Complimentary Sam’s Club membership
½ Off your monthly gym membership up to $25
Free Comfort Club maintenance membership
Employee events, appreciation days, and more