HVAC Customer Service Leader

Airtron; Charlotte (NC); Presencial; USD 75.000 - 105.000; Jornada completa

Descripción de la vacante

Airtron Heating & Air Conditioning seeks a seasoned Customer Service Manager to lead and grow the department, guiding performance through KPI reviews and strong team leadership.

You will collaborate with managers and field staff to enhance service quality, oversee dispatching for efficient scheduling, and ensure technicians arrive on time while maintaining customer satisfaction. This role requires a proactive, detail‑oriented leader with excellent English communication.

Formación

• Bachelor's degree required.
• 5-9 years of experience managing a customer service function.
• Excellent computer competency including at least 3 years of experience using Microsoft Excel, Word, and Outlook.
• Familiarity with ERP and related software for customer service.
• Ability to manage projects and resources.
• Ability to communicate effectively in English, verbally and in writing.
• Valid driver's license required.
• Overtime and occasional weekend hours may be required.

Responsabilidades

• Lead and grow the Customer Service department.
• Partner with managers and field employees to improve service quality.
• Create and review KPIs with the team.
• Oversee customer service and dispatching to optimize scheduling and satisfaction.
• Ensure timely arrival of Technicians to appointments.
• Provide supervision, coaching and feedback to performance.
• Set objectives and delegate tasks to the team.
• Address performance issues with constructive feedback and consequences.
• Report regular performance updates to senior management.
• Hire new team members effectively.
• Continuously seek process and operational improvements.
• Ensure compliance with administrative guidelines and company policies.

Conocimientos

Customer service leadership

Project management

ERP familiarity

Microsoft Excel

Microsoft Word

Microsoft Outlook

English communication

Educación

Bachelor's degree

Advanced college degree

Herramientas

ERP software

Microsoft Office

Descripción del empleo

Airtron Heating & Air Conditioning seeks a seasoned Customer Service Manager to lead and grow the department, guiding performance through KPI reviews and strong team leadership.

You will collaborate with managers and field staff to enhance service quality, oversee dispatching for efficient scheduling, and ensure technicians arrive on time while maintaining customer satisfaction. This role requires a proactive, detail‑oriented leader with excellent English communication.