Customer Service 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

At Airtron Heating & Air Conditioning, we help homeowners stay comfortable year-round with trusted heating, cooling, and HVAC solutions. For more than 40 years, we've built our reputation by showing up, doing quality work, and treating customers with honesty and respect. We're proud to be the neighbor people can count on—and we're looking for team members who share that same commitment to serving others and doing the job right. At Airtron, we're looking for people who take pride in their work, care about their teammates, and are committed to delivering an exceptional experience for every customer. If that sounds like you, we'd love to have you on our team.

Essential Duties/Responsibilities

• Responsible to lead and grow the Customer Service department.
• Partners with managers and field employees to enhance the quality of overall customer service.
• Creates and reviews KPI’s regularly with the team of direct reports.
• Oversees and supervises the customer service and dispatching activities to ensure maximum efficiency of scheduling without compromising client satisfaction.
• Manages to ensure that Technicians arrive at their designated appointments on time.
• Provides ongoing supervision, training, coaching and feedback to improve performance and meet objectives of all assigned areas to ensure optimal performance.
• Provides leadership to team through effective objective setting, delegation, and communication based on direction from senior management.
• Addresses issues of concern related to performance providing constructive and ongoing feedback and consequences if performance remains below standards.
• Provides regular performance updates and recommendations to senior management.
• Responsible for effective hiring of all new team members.
• Continually searches for ways to improve results and effectiveness.
• Responsible for recommending process/operational improvement.
• Ensures that all administrative guidelines are followed for reporting and paperwork.
• Follows all company policies and procedures, including but not limited to safety
• Other duties as assigned.

* Duties may vary by location.

Minimum Requirements

• Bachelor’s degree.
• 5-9 years’ experience managing a customer service function.
• Excellent computer competency is required, including a minimum of 3-year experience Microsoft Excel, Word, and Outlook.
• Familiarity with ERP, customer service or related computer software.
• Ability to manage projects and resources.
• Must be able to communicate in English effectively, both verbally and in writing.
• Valid driver's license required.
• Ability to work overtime with little notice; weekends hours may occasionally be required.

Preferred Qualifications

• Advanced college degree.
• Customer Service experience within an HVAC business setting.

Additional Knowledge, Skills and Abilities

• Customer service mindset with both internal and external customers.
• Ability to work independently and as part of a team
• Strong work ethic and ability to demonstrate consistent and effective leadership behaviors.
• Capable of making good judgments/decisions.
• Strong interpersonal communication and collaboration skills.
• Excellent verbal and written communication skills.
• Able to work in a fast-paced environment.
• Strong organizational skills, attention to detail and the ability to multi-task.
• Demonstrated ability to learn industry, company, product or technical knowledge and effectively convey that knowledge to customers.
• Willingness to learn and be a part of a team.
• Positive attitude and a team player.
• Related work experience may be substituted for education.
• Ability to build positive relationships with customers, both internal and external.
• Willingness and ability to work collaboratively with all levels of the organization.
• Safety mindset and acceptance of a safety culture.

Working Conditions

• Open office environment.
• Fast-paced environment.

Physical Requirements

• Must be able to lift/move up to 20 pounds frequently.
• Frequently performs tasks requiring bending at the waist, kneeling or crouching.
• Must be able to adhere to long periods of standing, walking or sitting.
• Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other office equipment safely.
• With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception.
• Ability to express or exchange ideas by means of the spoken word to impart oral information to others.
• Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad.
• Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools.

Equal Opportunity Statement

Airtron is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, sex, pregnancy, sexual orientation, age, religion, creed, national origin, gender identity, disability, military/veteran status, genetic information or any other categories protected by applicable law.

Company Culture

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Airtron.

Welcome to Airtron Careers! Airtron is looking for new team members to join us! We are more than just a heating and air conditioning installer and service provider, we are a family of hard-working, dedicated, and happy technicians, residential installers, warehouse workers, dispatchers, customer service representatives, project managers, estimators, controllers, executives, and more. Being an Airtron team member is rewarding and exciting, and every day we get to see our customers smile. We have earned our reputation for excellence. We are proud to work at Airtron, whether it’s in Ohio, Texas, Indiana, Maryland, North Carolina, or Tennessee.