Find & Apply For Customer Service Manager Jobs in Glen Burnie, Maryland

Sales & Service Manager -

HVAC & Home Services Onsite:

Glen Burnie, Maryland Salary Range:

$70,000-$100,000 + Bonus Structure Prime Plumbing is growing its residential home services business in the Central Maryland Area, with an expanding focus on HVAC. Our mission is to deliver exceptional service and practical solutions that keep our customers' homes comfortable and running smoothly. We're looking for a Sales & Service Manager who can develop technicians, strengthen daily operations, and drive profitable growth. If you lead through coaching, accountability, and collaboration, we'd like to meet you. Position Overview The Sales & Service Manager will lead service department performance, with a strong focus on HVAC and the customer experience across our home services offerings. As a member of the leadership team, you'll oversee daily operations, support technician development, and reinforce consistent sales and service practices. This role requires a hands-on leader who can turn business goals into clear expectations, coach employees toward success, and follow through on results. You'll help implement Nexstar business practices while building a team culture rooted in professionalism, ownership, and continuous improvement. Key Responsibilities Team Leadership & Development Lead, coach, and hold service technicians accountable for performance, workmanship, and customer care. Conduct regular coaching sessions, ride-alongs, and performance reviews. Develop training around customer communication, troubleshooting, presenting options, and service procedures. Partner with leadership to recruit, onboard, and develop HVAC and home services professionals. Build a positive team culture with clear expectations and consistent follow-through. Sales & Department Performance Drive revenue growth and profitability through effective coaching and operational execution. Monitor key performance indicators, including average ticket, conversion rate, revenue, memberships, callbacks, and labor productivity. Help technicians present clear repair, maintenance, and replacement options based on customer needs. Review estimates and unsold opportunities to support timely customer follow-up. Identify performance gaps and implement measurable action plans. Reinforce consistent use of Nexstar sales and service practices. HVAC & Home Services Operations Oversee daily service operations in coordination with dispatch, customer service, and field leadership. Support HVAC repair, maintenance, and replacement workflows, including coordination between service and installation teams. Plan for seasonal demand, staffing needs, and technician capacity. Ensure technicians have the tools, materials, training, and support needed to complete work efficiently. Improve workflows across HVAC and other home services departments. Reinforce company standards for safety, documentation, workmanship, and job completion. Customer Experience & Accountability Resolve escalated customer concerns with professionalism and timely follow-through. Review callbacks and warranty issues to identify training and process improvements. Ensure service recommendations are clearly explained and properly documented. Promote customer retention through dependable service, maintenance memberships, and consistent communication. Partner with the leadership team on department goals, budgets, and improvement initiatives. Qualifications Leadership experience in HVAC or residential home services, with a strong understanding of service department operations. Demonstrated success coaching technicians and improving sales, service, and financial performance. Working knowledge of HVAC service, maintenance, and replacement processes. Ability to interpret department metrics and translate them into practical coaching and operational decisions. Strong communication, organization, problem-solving, and customer resolution skills. Experience with ServiceTitan and Nexstar business practices preferred. Experience supporting multiple trades, such as HVAC, plumbing, or electrical, is a plus. Who Will Thrive Here You're a leader who sets clear expectations, addresses challenges directly, and invests in your team's development. You understand that sustainable growth comes from strong customer relationships, consistent service behaviors, and smart business decisions. Ready to help build a growing HVAC and home services team? Apply today.

Job Type:

Full-time Pay:

$70,000.00 - $100,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Ability to

Relocate:

Glen Burnie, MD 21060: Relocate before starting work (Required)

Work Location:

In person