Equahire

Compensation

Full Description

Customer Service Manager Full-Time | On-Site | Indian Trail, NC Competitive Salary + Benefits + Growth Opportunity Why This Role Matters This is a fast-growing HVAC company, and their customers are the reason why. As Customer Service Manager, you’ll lead the front-line team that turns every service call into a five-star experience. You’ll build, coach, and hold accountable a team of Customer Success Representatives (CSRs) and Dispatch Success Representatives (DSRs) who are the voice of the company. Your mission: make every customer an advocate who recommends the company to their family, friends, and neighbors. What You’ll Own Team Leadership & Development • Recruit, hire, onboard, and mentor CSRs and DSRs—building a bench of top performers. • Run bi-weekly team meetings that drive accountability, skill-building, and open communication. • Own staff scheduling: rotations, overtime, coverage, and PTO to ensure seamless service delivery. • Review recorded calls and daily work orders to identify coaching moments and training needs. • Attend monthly leadership meetings and drive script, process, and service refinements. Customer Experience & Retention • Set the standard for how every customer interaction should feel—then hold the team to it. • Manage and resolve escalated customer concerns with speed, empathy, and professionalism. • Make proactive follow-up calls to measure satisfaction, gather feedback, and identify at-risk accounts. • Communicate customer trends and issues cross-functionally to service, support, and leadership teams. • Document all contact, actions, and resolutions in customer records with precision. Revenue & Growth • Identify upsell and cross-sell opportunities within the existing customer base. • Build productive relationships with key accounts to drive retention and referrals. • Prepare reports on team performance, customer satisfaction, and service trends for leadership. Who You Are Must-Haves • 5+ years managing or supervising a customer service team in a service-based industry (HVAC, plumbing, electrical, or similar trades strongly preferred). • Proven ability to recruit, train, and develop high-performing frontline teams. • Strong conflict resolution skills—you stay calm under pressure and turn problems into wins. • Organized, detail-oriented, and comfortable managing schedules, workflows, and competing priorities. • Proficient with Microsoft Office (Outlook, Word, Excel) and CRM/dispatch software. • Excellent written and verbal communication—you set the tone for how your team communicates. Nice-to-Haves • Experience in HVAC or home services industry. • Familiarity with ServiceTitan or similar field-service platforms. • Track record of improving customer satisfaction scores or NPS. • Bilingual (English/Spanish) is a plus. What’s Offered • Competitive salary with performance-based incentives. • Health, dental, and vision insurance. • Paid time off and holidays. • A team-first culture where your leadership directly impacts company growth. • Career development and advancement opportunities in a rapidly growing company. Ready to Lead? Apply now and help build a customer experience that sets this company apart. Equal Opportunity Employer.