HVAC Customer Service Manager

HVAC Customer Service Manager – Crystal Heating & Cooling

Join to apply for this role at Crystal Heating & Cooling
. This customer service manager will lead our service operations, ensuring a seamless experience for every customer.

Base Salary: $100,000 to $120,000 annually, plus up to $30,000 in annual incentives based on department performance.

Schedule: Monday – Friday, 7:30 AM – 4:30 PM (after‑hours support as needed).

Since 1965, Crystal Heating & Cooling has been the trusted name in HVAC services across the Greater St. Louis Area. With over 40 rapid‑response service trucks and a 6‑time Carrier President's Award, we are recognized for integrity, expertise, and commitment to exceptional customer experiences.

As an employee‑owned ESOP company, we empower our team members through shared success. Our mission is simple: deliver superior quality service with honesty, reliability, and lasting relationships built on trust.

Mission: Delivering superior quality service with integrity and dedication to lasting relationships.

Vision: Setting a positive experience as a trusted HVAC partner through reliability, communication, and trust.

Values: Empowering employees through ownership, aligning success for our company, our people, and our customers.

• Competitive pay based on experience.
• 100% employer‑paid health, medical, and dental insurance for employees.
• Company‑provided cell phone and laptop.
• Eligibility for ESOP shares after one year of employment.
• Three weeks of paid vacation.
• 24/7 team support structure with after‑hours resources.

We’re looking for a Customer Service Manager to lead our service operations and ensure a seamless experience for every customer. This key leadership position oversees a team of customer service representatives, dispatchers, and service writers. The role partners closely with our service supervisor and technicians to keep the department running smoothly and profitably.

This role is ideal for a business‑minded leader who thrives on solving problems, managing people, and improving customer service operations. HVAC experience is a plus, but not required. We’re looking for someone with strong business acumen, leadership presence, and the ability to handle both people and process management.

• Lead, coach, and develop dispatchers and service writers to deliver best‑in‑class customer service.
• Oversee day‑to‑day service operations, ensuring efficiency and profitability.
• Partner with field supervisors and technicians to align priorities and resolve customer issues.
• Monitor department performance through daily reporting and regular meetings.
• Review billing, warranty claims, and financial performance metrics.
• Maintain strong communication with customers, field teams, and leadership.
• Manage scheduling, performance reviews, and training within the service department.
• Provide remote weekend support as needed to address escalated issues.

• Proven experience managing customer service teams or dispatch operations.
• Strong business and customer service background.
• Exceptional communication, organization, and leadership skills.
• Ability to manage multiple priorities under pressure.
• Strategic mindset focused on efficiency and profitability.
• Experience in HVAC, construction, or service‑based industries (preferred, not required).

If you’re a motivated leader with a passion for customer service excellence and a desire to make a lasting impact in a company that truly values its people, we want to hear from you.

Apply today and discover why Crystal Heating & Cooling is “The Fleet That Can’t Be Beat.”