A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Garland Heating and Air Conditioning is a family owned business with nearly 73 years of experience with a focus on keeping our customers our top priority. We provide a healthy mix of commercial and residential HVAC services and looking for an enthusiastic, highly motivated Sales Associate/Manager for expanding our footprint in both Commercial and Residential sales. Company Vehicle, Ipad, Cell phone, and gas card. Preferred 8+ years of HVAC experience Have a clean driving record Be able to pass a drug test and back ground check. We offer full health, vision and dental benefits along with a paid vacation (waiting period may apply) Key Responsibilities 1. Back-Office Administration Oversee administrative processes including scheduling, dispatching, invoicing, payroll reporting, and customer service functions. Implement and manage CRM tool (HouseCallPro) to streamline operations and managing pricing engine. Monitor and control budgets, expenses, and financial reporting to ensure profitability. Ensure compliance with company policies, safety standards, and relevant industry regulations. Manage inventory, procurement, and vendor relationships to optimize cost efficiency. 2. Technician Management Lead, coach, and develop a team of HVAC service technicians to achieve operational excellence. Oversee recruitment, onboarding, training, and performance evaluations. Ensure proper technician scheduling to balance workload, reduce overtime, and meet customer expectations. Enforce adherence to quality standards, safety procedures, and code compliance on all service jobs. 3. Service Delivery Ensure timely, high-quality delivery of HVAC service work to residential and commercial customers. Oversee customer interactions to guarantee satisfaction and resolve service issues promptly. Continuously evaluate and improve service processes, reducing callbacks and increasing first-time fix rates. Track and report key performance indicators (KPIs) such as response times, completion rates, and warranty claims. 4. Sales Management Drive service and maintenance contract sales and upsell opportunities through proactive customer engagement. Collaborate with sales teams to identify new business and expansion opportunities within existing accounts. Set sales targets for service agreements and monitor progress to achieve revenue goals. Provide leadership in estimating, quoting, and closing service work with profitability in mind. Qualifications Bachelor's degree in Business, Engineering, or related field (preferred). Minimum 5-10 years of experience in HVAC service management or related industry. Proven track record managing teams of technicians and office staff. Strong financial acumen, including P&L management and budget oversight. Excellent leadership, communication, and organizational skills. Proficiency in service management software, CRM, and Microsoft Office Suite. Key Competencies Strategic thinker with ability to execute operational plans. Customer-focused with a passion for service excellence. Data-driven decision maker who can analyze performance metrics and implement improvements. Strong problem-solving and conflict-resolution abilities. Ability to foster a collaborative, high-performance culture. Compensation & Benefits Competitive base salary + performance-based bonus. Health, dental, and vision insurance, 401K eligible Paid time off and holidays. Vehicle with gas card Professional development opportunities.
Schedule:
Monday to Friday (Must be able to be flexible to meet client needs on weekends or late hours). Required on weekends during Summer months
Job Type:
Full-time Pay:
$90,000.00 - $150,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Fuel card Health insurance Life insurance Paid time off Vision insurance
