Customer Service Manager

Job Title: Customer Service Manager

Location: DFW Metroplex, TX (On-site)
Pay: $85,000 - $100,000 Annually (Based on experience)
Job Type: Full-Time

Company Introduction

This position is with a well-established mechanical contractor that has been delivering high-performance HVAC, plumbing, piping, and sheet metal solutions for more than 40 years. Known for tackling some of the most technically demanding commercial and industrial projects, the company supports hospitals, data centers, and large-scale commercial facilities across the region. The organization is built on a foundation of safety, innovation, and teamwork, empowering employees to take ownership of their work while advancing their technical and leadership skills. With a reputation for quality craftsmanship and dependable project delivery, the company offers a stable, growth-oriented environment where every team member plays a meaningful role in its long-term success.

Role Overview

The Service Customer Experience Team Manager plays a critical role in leading the Service Department's customer-facing support functions and ensuring a seamless, high-quality experience for every customer. This position works closely with Service Managers, Sales, and executive leadership to align teams, improve communication, support business growth, and drive exceptional customer satisfaction.

Reporting directly to Service leadership, the Service Customer Experience Team Manager will oversee dispatch, service billing (including accounts receivable activities), and all aspects of the Maintenance Agreement (MA) program while maintaining strict attention to detail, operational accuracy, and deadline-driven deliverables.

The ideal candidate thrives in a fast-paced, customer-driven service environment, demonstrates strong leadership and organizational discipline, and brings a proactive, solutions-oriented approach to managing customer experience operations. Must be comfortable with occasional after-hours support.

Core Responsibilities

• Lead, coach, and develop the Customer Experience Team, including dispatch, service billing, and maintenance agreement administration
• Establish clear expectations, workflows, and service standards across all customer-facing service support functions
• Oversee daily dispatch and scheduling operations to ensure timely service response and effective technician utilization
• Manage all aspects of the Maintenance Agreement (MA) program, including renewals, coordination, billing, and scheduling
• Oversee service billing processes, including invoicing accuracy, timeliness, and accounts receivable follow-up
• Collaborate with Sales and Service leadership to grow and retain maintenance agreement customers
• Partner with Service Managers to align field resources with customer priorities
• Serve as an escalation point for customer experience issues and ensure prompt, professional resolution
• Track and report on key metrics including response times, MA completion rates, billing accuracy, accounts receivable trends, and customer satisfaction
• Drive continuous improvement initiatives to enhance customer experience and internal efficiency

Required Background

• Minimum of 5 years of experience in customer service operations within HVAC, mechanical services, or a related service-based environment
• Minimum of 3 years of leadership or supervisory experience
• Strong communication, organizational, and problem-solving skills
• Proven ability to work cross-functionally and lead teams effectively
• Ability to pass pre-employment drug screen and background check
• Comfortable and willing to provide occasional after-hours support
  
• Experience managing dispatch and maintenance agreement programs (Preferred)
• Familiarity with service management/CMMS and billing systems (Preferred)
• Experience in a union or merit shop environment (Preferred)

Compensation & Perks

• Competitive salary based on experience.
• Company vehicle or mileage reimbursement.
• 401(k) with company match.
• Comprehensive health, dental, and vision insurance.
• Paid time off and paid holidays.
• Referral program and growth opportunities.
• Path for advancement.