Call Center Manager at Cardinal Heating & Air

Kirkland, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Jan, 26

Salary

90000.0

Posted On

01 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Performance Analysis, Conflict Resolution, CRM Experience, Coaching, Problem Solving, Communication, Operational Excellence, Recruitment, Training, Escalation Management, Service Level Agreements, Collaboration, Continuous Improvement, Efficiency

Industry

Consumer Services

Description

About the Opportunity Cardinal Heating and Air, a trusted leader in HVAC services based in Kirkland, Washington, is seeking an experienced and forward-thinking Call Center Manager to lead our customer service operations. This key leadership role will drive operational excellence, elevate the customer experience, and help scale our growing business. Key Responsibilities Lead and inspire a team of customer service representatives to deliver exceptional service to every customer. Develop and refine customer service policies, procedures, and performance standards to ensure consistency and quality. Track and analyze key performance indicators (KPIs) to drive continuous improvement and team success. Collaborate with operations, sales, and dispatch teams to streamline communication and enhance overall efficiency. Handle escalations with professionalism, empathy, and timely resolution. Recruit, train, and retain top-tier customer service talent to support our growing customer base. Utilize CRM and scheduling software (ServiceTitan experience preferred) to optimize workflows and maintain service-level agreements (SLAs). Report regularly on customer satisfaction, team performance, and improvement initiatives to company leadership. Qualifications 5+ years of customer service experience, with 2+ years in a supervisory or managerial role. Demonstrated success in building, coaching, and leading high-performing teams. Excellent communication, problem-solving, and conflict-resolution skills. Experience with CRM platforms—preferably ServiceTitan or similar systems. Ability to thrive in a fast-paced, service-driven environment and adapt to changing priorities. Compensation & Benefits Base salary starting at $90,000, commensurate with experience Performance-based incentives and bonuses Comprehensive medical, dental, and vision coverage Paid time off, holidays, and 401(k) with company match Ongoing training and professional development opportunities Why Join Cardinal Heating and Air? Play a key leadership role in shaping a customer-first culture within a reputable, growing HVAC company. Join an inclusive, supportive, and family-oriented team that values excellence and collaboration. Enjoy competitive pay, great benefits, and opportunities for growth. Make a real impact in a company that’s committed to delivering comfort, quality, and care to our community.

Responsibilities

Lead and inspire a team of customer service representatives to deliver exceptional service. Develop and refine customer service policies and track key performance indicators to drive continuous improvement.