Customer Care Manager

If you're the kind of person who sees a problem, fixes it, and tells people about it afterward instead of waiting to be told what to do, read this one.

TLC Electrical has served Dallas-Fort Worth since 2003. We're growing, and we need someone to build and eventually run our front office — the team that's the first voice our customers hear and the last word on whether their day gets better or worse.

What this job really is Right now, this is a hands-on seat. You'll personally answer calls, book appointments, manage the schedule, and work our follow-up pipeline — the same work our best Customer Service Reps do every day. We're not hiring someone to sit above the work. We're hiring someone to prove they can do it at a high level first.

As we grow, that changes. You'll hire, train, and lead the Customer Service Reps who join under you, own our front-office playbook, and be the person accountable for how every call gets handled. This is a role with real room to grow into — not a title handed out early, but a seat you build.

We're looking for someone decisive. Someone who takes ownership without being asked twice. Someone who can run toward a ringing phone and a messy schedule and make it look calm.

Your day (now)
Answer the phone before the third ring, every time, with a smile people can hear

Book the appointment and give the customer a clear picture of what happens next Build and manage the daily schedule so the right technician gets to the right jobWork the follow-up pipeline: unbooked leads, unsold estimates, happy calls, reviews, memberships

Let customers know if their technician is running behind, before they have to wonder

Keep our scheduling software and front-office process clean and current

Your day (as the team grows)
Recruit, hire, and train the Customer Service Reps who join the team Coach and hold your team accountable to real performance numbers, not vague feedback

Own our call scripts, SOPs, and front-office training materials

Be the person Ownership looks to for how the phones and the schedule are running

What we offer $70,000 to $80,000 a year, based on experience, with room to grow as the team grows

Performance bonus once you're leading a team Health, dental, and vision at 60 days

Paid time offReal authority. You'll help design how this department runs, not just execute someone else's playbookA small company where ownership knows your name and you'll work directly with leadership, not a floor of middle managers

New ownership took over in December 2025 and is investing in the team and the systems behind itWhat you bringA track record in a fast-paced, phone-based customer service, dispatch, or scheduling role; home services experience is a real plus Proven ability to manage, train, or hold someone accountable to a real performance number, or clear evidence you're ready to Decisive and self-directed.

You don't wait around for instructions

Strong, clear communication, written and spoken

Comfortable with Excel, Word, and PowerPoint;
Service Titan or similar scheduling software is a plus Comfortable being coached on a phone script and having your calls reviewed, and eventually comfortable coaching someone else the exact same wayHigh school diploma or GED required;
Associate degree a plus, not required

Bilingual a plus, not required

If you've run a desk, a dispatch board, a shift, or a team before, and you're ready for a seat with a real path to leading more than just yourself, we want to talk to you.

TLC Electrical Services is an equal opportunity employer.

You should be proficient in:

Leadership / People Management Continuous Improvement Service