Mechanical Contracting Service Operations Manager

The Commercial HVAC customer service manager oversees a team responsible for managing customer interactions related to heating, ventilation, and air conditioning (HVAC) services, including scheduling appointments, resolving customer complaints, ensuring quality service delivery, and maintaining customer satisfaction by coordinating with technicians and dispatchers while adhering to company standards and policies; requiring strong technical knowledge of HVAC systems, excellent communication skills, and experience in customer service management.

Key responsibilities include:

• Handling customer inquiries, complaints, and concerns regarding HVAC services, ensuring prompt and professional resolution.
• Scheduling and dispatching: Coordinating with dispatchers to efficiently schedule service appointments for technicians based on customer needs and technician availability.
• Team leadership: Supervising and coaching customer service representatives, providing training on company policies and procedures, and evaluating performance.
• Quality control: Monitoring service quality by reviewing technician reports, conducting customer follow-ups, and addressing any issues that arise.
• Technical support: Providing basic technical advice to customers regarding HVAC systems and troubleshooting common issues.
• Investigating customer complaints, identifying root causes, and implementing corrective actions to prevent recurrence.
• Collaborating with sales teams to identify potential customer needs and promote additional HVAC services.
• Staffing and recruitment: Hiring and onboarding new customer service representatives as needed.
• Compliance management: Ensuring adherence to industry regulations and company policies regarding customer service practices.

Required skills and qualifications:

• Technical knowledge: Understanding of HVAC systems, components, and basic troubleshooting procedures.
• Customer service expertise: Excellent communication and interpersonal skills, ability to de-escalate customer issues.
• Leadership abilities: Proven experience in managing and motivating a customer service team.
• Problem-solving skills: Ability to analyze customer issues and identify effective solutions.
• Organizational skills: Efficiently managing multiple tasks and prioritizing customer needs.
• Computer proficiency: Familiarity with customer relationship management (CRM) software and dispatch systems.

Mid-Senior level

Full-time

Customer Service, Management, and Sales

Construction, HVAC and Refrigeration Equipment Manufacturing, and Wholesale Hardware, Plumbing, Heating Equipment