Customer Care Lead – Home Services Scheduling

Pioneer Heating, Cooling, & Plumbing; Nashville (TN); On-site; USD 50,000 - 60,000; Full time

Job summary

Pioneer Heating, Cooling, & Plumbing in Nashville, TN is seeking a Customer Care Manager to lead the front-line customer service and scheduling operations. You will drive an exceptional customer experience, manage appointments across HVAC, plumbing, and electrical services, and coordinate between customers and field teams to ensure timely, professional service.

The ideal candidate will be highly organized, customer‑focused, and capable of improving processes, communicating effectively, and

Qualifications

• 2+ years of customer service experience, preferably in home services.
• Leadership or supervision experience is preferred.
• Excellent verbal and written communication skills.
• Experience with CRM systems and scheduling platforms.

Responsibilities

• Lead front-line customer service and scheduling operations.
• Oversee daily customer interactions and appointment coordination for HVAC, plumbing, and electrical services.
• Monitor KPIs such as customer satisfaction, booking conversion, and scheduling efficiency.
• Communicate timelines, updates, and follow-ups to customers throughout the service journey.
• Coach and develop the customer service and scheduling team to meet performance goals.

Skills

Customer service

Leadership

Communication skills

CRM experience

Tools

CRM software

Scheduling software

Job description

Pioneer Heating, Cooling, & Plumbing in Nashville, TN is seeking a Customer Care Manager to lead the front-line customer service and scheduling operations. You will drive an exceptional customer experience, manage appointments across HVAC, plumbing, and electrical services, and coordinate between customers and field teams to ensure timely, professional service.

The ideal candidate will be highly organized, customer‑focused, and capable of improving processes, communicating effectively, and