Customer Service Manager - HVAC & Plumbing

Air Temp Solutions; Newark (DE); On-site; USD 60,000 - 80,000; Full time

Job summary

Air Temp Solutions is seeking an experienced Customer Service Manager to lead our customer service operations in Newark, Delaware. This position demands a leader with a strong background in managing customer service or call center teams within the HVAC or related industries.

The ideal candidate will have at least 3 years of customer service management experience, preferably in HVAC or plumbing. Responsibilities include coaching team members, monitoring performance, and ensuring high levels of customer satisfaction. A proactive approach to conflict resolution and scheduling is essential.

Qualifications

• Minimum 3 years of customer service management experience.
• Minimum 2 years of experience in HVAC, plumbing, electrical, or home service operations.
• Experience managing CSR, dispatch, or call center teams.

Responsibilities

• Lead and develop a high-performing customer service team.
• Monitor call quality, booking rates, and customer satisfaction.
• Ensure technicians maintain productive schedules.

Skills

Customer service management

Conflict resolution

Coaching and training

Scheduling

Job description

Air Temp Solutions is seeking an experienced Customer Service Manager to lead our customer service and dispatch operations. This is not an entry-level management position. We are looking for a leader who has successfully managed a customer service or call center team within the HVAC, plumbing, electrical, or residential home service industry.

Candidates without management experience in a service-based environment will not be considered.

Required Experience

• Minimum 3 years of customer service management experience
• Minimum 2 years of experience in HVAC, plumbing, electrical, or home service operations
• Experience managing CSR, dispatch, or call center teams
• Proven ability to coach employees, improve performance, and manage KPIs
• Strong scheduling, communication, and customer conflict resolution skills

Preferred Experience

• HVAC or plumbing industry experience
• Dispatch management experience
• Membership program experience

Responsibilities

• Lead and develop a high-performing customer service team
• Monitor call quality, booking rates, and customer satisfaction
• Ensure technicians maintain productive schedules
• Coach and train team members to improve performance
• Maintain service levels and operational efficiency