Customer Service Lead & Dispatch Supervisor

Airtron Heating & Cooling HVAC; Charlotte (NC); On-site; USD 50,000 - 70,000; Full time

Job summary

Airtron Heating & Cooling HVAC in Charlotte, NC is seeking a Customer Service Supervisor to lead a team of Customer Service Reps and Dispatchers. You will partner with field teams to ensure client needs are met and schedules are optimized.

Responsibilities include KPI review, performance coaching, hiring and onboarding, and identifying operational improvements to boost service quality and efficiency. Overtime may be required in a fast-paced, high-demand environment.

Qualifications

• Minimum 4–6 years of customer service experience.
• Proficient with MS Office (3+ years) and ERP software.
• Excellent verbal and written English communication.
• Ability to lead a team and manage projects.
• Valid driver’s license.

Responsibilities

• Leads and grows team of CSR and Dispatchers.
• Partners with managers and field staff to improve service quality.
• Reviews KPIs regularly with direct reports.
• Supervises and dispatches service and maintenance calls.
• Provides training and feedback to improve performance.
• Ensures timely arrivals at appointments.
• Hiring and onboarding of new team members.
• Identify process improvements.

Skills

Leadership

Customer service mindset

Communication

Team coordination

Education

High school diploma or GED equivalent

College degree

Tools

ERP software

Microsoft Office

Excel

Outlook

Job description

Airtron Heating & Cooling HVAC in Charlotte, NC is seeking a Customer Service Supervisor to lead a team of Customer Service Reps and Dispatchers. You will partner with field teams to ensure client needs are met and schedules are optimized.

Responsibilities include KPI review, performance coaching, hiring and onboarding, and identifying operational improvements to boost service quality and efficiency. Overtime may be required in a fast-paced, high-demand environment.