Customer Experience & Dispatch Manager

Airtron LLC; Charlotte (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

Airtron Heating & Air Conditioning in Charlotte, NC is seeking an experienced Customer Service Manager to lead and grow the department, partner with field teams, and drive service quality. You will set goals, monitor KPIs, and ensure scheduling efficiency while maintaining customer satisfaction.

The role requires a Bachelor’s degree and 5–9 years of in‑house customer service leadership, with strong Excel, Word and ERP experience.

Qualifications

• Bachelor’s degree required.
• 5–9 years of experience managing a customer service function.
• Proficient with Microsoft Excel, Word, and Outlook; ERP familiarity.
• Strong written and verbal communication and leadership skills.

Responsibilities

• Lead and grow the Customer Service department.
• Partner with managers and field employees to enhance the quality of overall customer service.
• Create and review KPIs regularly with the team of direct reports.
• Oversee and supervise customer service and dispatching activities to maximize scheduling efficiency while maintaining client satisfaction.
• Ensure technicians arrive to their appointments on time.
• Provide ongoing supervision, coaching and feedback to improve performance.

Skills

Team leadership

Customer service

KPI monitoring

Communication

Education

Bachelor’s degree

Advanced degree

Tools

Microsoft Excel

Microsoft Word

Outlook

ERP software

Job description

Airtron Heating & Air Conditioning in Charlotte, NC is seeking an experienced Customer Service Manager to lead and grow the department, partner with field teams, and drive service quality. You will set goals, monitor KPIs, and ensure scheduling efficiency while maintaining customer satisfaction.

The role requires a Bachelor’s degree and 5–9 years of in‑house customer service leadership, with strong Excel, Word and ERP experience.