CSR Manager Superior Heating and Air Conditioning Inc - 2.7 Chandler, AZ Job Details Full-time $70,000 - $75,000 a year 1 hour ago Benefits Health insurance Dental insurance 401(k) Vision insurance Life insurance Qualifications Dispatching Team development Team management Call center management Client interaction via phone calls Full Job Description Indeed Job Posting CSR Manager /

Customer Service Manager Superior Heating & Air Conditioning Position:

CSR Manager -

HVAC & Plumbing Location:

Chandler, AZ Job Type:

Full-Time About the Position Superior Heating & Air Conditioning is looking for a motivated, results-driven CSR Manager to lead our HVAC and Plumbing customer service team. This is not just a customer service position . We are looking for someone who takes ownership of the department, enjoys hitting goals, holds people accountable, and understands that the CSR/Dispatch team plays a major role in company growth. You will oversee 2-4 CSRs and be responsible for making sure incoming opportunities are booked, the schedule stays full, customers are followed up with, and the team is productive when inbound call volume slows down. ServiceTitan experience is required. Key Responsibilities Manage, coach, and hold accountable a team of 2-4 CSRs Maximize booking rates on incoming HVAC and Plumbing calls Monitor the daily schedule and keep available technician capacity filled Coordinate right call / right technician dispatching Make sure calls are properly prioritized based on opportunity, location, technician skill set, and customer needs Monitor the dispatch board throughout the day and react quickly to openings or cancellations Make sure outbound calls are being made whenever the board is light Schedule due and expiring maintenance memberships Follow up on unsold HVAC and Plumbing estimates Follow up on open jobs, outstanding customer items, and missed opportunities Make sure customer accounts and jobs are properly tagged and documented in ServiceTitan Track CSR performance, booking rates, outbound activity, and other department KPIs Conduct short, focused daily team huddles Coach CSRs on call handling and booking opportunities Work closely with technicians, dispatch, service management, and ownership Help develop processes that improve customer experience, revenue, and department performance Other administrative and customer service duties as needed What We're Looking For The right person for this position needs to be someone who takes initiative instead of waiting to be told what to do .

You should be:

Experienced with ServiceTitan - required Experienced in HVAC, Plumbing, or another home-service business preferred Comfortable managing and holding a small team accountable Goal-oriented and motivated by measurable results Strong at communicating with both customers and field technicians Organized and able to manage multiple priorities Comfortable reviewing KPIs and using numbers to improve performance Able to recognize when the schedule is light and immediately create a plan to generate additional calls Persistent with membership scheduling and estimate follow-up Positive, competitive, and motivated to help grow the company How We Measure Success Success in this position isn't based only on answering phones. We will be looking at results , including: Booking rate Schedule utilization Outbound activity Memberships scheduled Estimate follow-up Open-call follow-up Right call/right tech dispatching CSR performance Customer experience Who This Position Is Best For This position is ideal for someone who looks at a light dispatch board and thinks: "What can we do right now to fill it?" We want someone who wants responsibility, enjoys hitting goals, can lead a team, and wants to be part of growing an HVAC and Plumbing company. ServiceTitan experience is required. HVAC/Plumbing customer service or dispatch experience is strongly preferred.

Pay:

$70,000.00 - $75,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Vision insurance

Work Location:

In person