Customer Service Manager

Relianceac; Phoenix (AZ); On-site; USD 68,000 - 79,000; Full time

Benefits offered by this job

Office dog "Champion of Happiness"

Medical, dental, and vision (United He

401(k) with 3% employer contribution

Job summary

Reliance Heating and Air in Phoenix, AZ is seeking a hands-on Customer Service Manager to lead our CSR and dispatch teams, drive performance, and elevate customer satisfaction.

You will coach, problem-solve, and push for better every day, balancing frontline leadership with strategic improvements. The role offers competitive pay growth opportunities within a family-run operation.

Qualifications

• 3+ years leading customer service, dispatch, or call center teams.
• Experience using metrics to manage performance.
• Strong accountability mindset.

Responsibilities

• Manage and develop CSR and dispatch teams to hit performance goals.
• Keep technician schedules optimized and revenue-driving.
• Track KPIs like booking rates, call quality, and productivity.
• Step in on escalated customer concerns and resolve effectively.
• Run team meetings, training sessions, and one-on-ones.
• Strengthen communication between office, field, and sales.
• Improve workflows and implement more efficient processes.
• Oversee ServiceTitan usage and ensure team adoption.

Skills

Leadership experience

Performance metrics management

Calm under pressure

Accountability

Team coaching

Tools

ServiceTitan

Job description

Customer Service Manager

Location: Phoenix, AZ

Pay Range: $68,000-$79,000/year (based on experience)

Schedule: Monday-Friday + occasional after-hours support

Lead the Team That Drives the Business

At Reliance Heating and Air, the call center isn't just a support function-it's the heartbeat of our operation. We're looking for a hands-on leader who can step in, elevate performance, and build a team that consistently delivers results.

This role is ideal for someone who doesn't just manage from behind a desk-you coach, problem-solve, and push for better every day.

What You'll Be Responsible For

• Manage and develop CSR and dispatch teams to hit performance goals
• Keep technician schedules optimized and revenue-driving
• Track KPIs like booking rates, call quality, and productivity
• Step in on escalated customer concerns and resolve effectively
• Run team meetings, training sessions, and one-on-ones
• Strengthen communication between office, field, and sales
• Improve workflows and implement more efficient processes
• Oversee ServiceTitan usage and ensure team adoption

What You Bring

• 3+ years leading customer service, dispatch, or call center teams
• Strong accountability mindset-you hold people to standards
• Experience using metrics to manage performance
• Ability to stay calm and decisive under pressure

Bonus Points:

• HVAC or home services background
• ServiceTitan experience
• Experience managing both dispatch and CSR teams

Why Reliance?

• Established, family-run company with deep roots in Phoenix
• Leadership team that actually listens and supports
• Clear expectations and performance-driven culture
• Growth opportunities and leadership development
• Office dog ("Champion of Happiness") that adds a little extra personality to the workday

Benefits

• Medical, dental, and vision (United Healthcare)
• 401(k) with 3% employer contribution
• Paid holidays, PTO, and sick time
• Modern office space + team events

If you're ready to take ownership of a department and build something stronger, this is your role.