Customer Care Manager

Overview Customer Care Manager

Location: Nashville, TN (On-Site)

About the Role

Pioneer in Nashville is seeking a dynamic and customer-focused Customer Care Manager to lead our front-line customer service and scheduling operations. This role is responsible for delivering an exceptional customer experience while ensuring efficient scheduling and coordination of HVAC, plumbing, and electrical service appointments.

The ideal candidate is highly organized, thrives in a fast-paced environment, and is passionate about building strong customer relationships and driving operational excellence.

As a key leader within the organization, the Customer Care Manager will serve as the bridge between customers and operations, ensuring clear communication, proactive follow-up, and effective management of customer expectations throughout the service journey. This includes setting realistic timelines, providing timely updates, addressing concerns professionally, and ensuring customers feel informed and valued from initial contact through service completion.

As the Customer Care Manager, you will oversee daily customer interactions, appointment scheduling, service coordination while helping ensure technicians maintain productive schedules and customers receive timely, professional service. Your success will be measured by customer satisfaction, operational efficiency, team performance, and the ability to create a consistent, best-in-class customer experience.

Key Responsibilities Customer Experience & Communication

• Resolve customer concerns and escape issues when necessary to ensure customer satisfaction.
• Provide customers with accurate information regarding services, pricing, promotions, and scheduling availability.
• Build and maintain positive customer relationships that foster loyalty and trust.

Scheduling & Operations

• Oversee the scheduling of HVAC, plumbing, and electrical service appointments to maximize technician productivity.
• Ensure field staff maintain efficient, fully scheduled workdays while minimizing downtime.
• Monitor job status throughout the day and coordinate with field teams to ensure timely service delivery.
• Confirm upcoming appointments and communicate schedule changes to customers as needed.
• Collaborate closely with dispatch and scheduling teams to optimize routes, workload distribution, and service efficiency.

Customer Follow-Up & Revenue Growth

• Make outbound calls to customers regarding service requests, estimates, maintenance opportunities, and follow-up needs.
• Promote available services, memberships, special offers, and seasonal promotions.
• Support company growth initiatives by identifying opportunities to enhance customer retention and satisfaction.

Team Leadership & Administration

• Lead, coach, and develop customer service and scheduling team members to achieve performance goals.
• Ensure accurate and timely entry of customer information within the CRM system.
• Track key performance indicators (KPIs) related to customer satisfaction, booking conversion rates, scheduling efficiency, and call management.
• Drive continuous process improvements to enhance the overall customer experience.

Qualifications

• 2+ years of customer service experience, preferably within the HVAC, plumbing, electrical, home services, or related industries.
• Previous leadership, supervisory, or team lead experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities and a high volume of inbound and outbound customer interactions.
• Experience utilizing CRM systems, scheduling software, and customer service platforms.
• Strong problem-solving and conflict-resolution skills.
• Positive attitude with a genuine commitment to customer…