EXPERIENCED HVAC CUSTOMER CARE MANAGER at Busby's Heating and Air Conditioning

Augusta, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

75000.0

Posted On

05 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Leadership, Staff training, Coaching, Call center management, Performance monitoring, Operational oversight, Communication skills, Problem-solving, Microsoft Office, ServiceTitan, Sales goal achievement, Process improvement, Team management, Presentation skills

Industry

Consumer Services

Description

WHO WE ARE Busby’s is a place where you will be appreciated by your team and customers, where your work has a direct effect on your personal success and the success of the company. WHY CHOOSE BUSBY’S Annual salary - $65K - $75K+ commensurate with experience $10,000 annual bonus potential based on company-wide gross profit Medical insurance (company pays 60% for individuals, families, and spouse/domestic partnerships) Optional vision, dental and supplemental insurance Employee hardship/relief fund Life Insurance Retirement 401K Immediate accrual of PTO (Accrues from Day One, 48 hours per year for 0–5 years of service, 96 hours per year after 5 years) 8 paid holidays per year Sick Pay: 40 hours annually—get paid to take care of yourself or a loved one Bereavement Leave: Worry-free time off when you need it most Opportunities for advancement Dave Ramsey’s SmartDollar financial wellness program Continuing education Incentive contests Active in community Complimentary Sam’s Club membership ½ Off your monthly gym membership up to $25 Free Comfort Club maintenance membership Employee events, appreciation days, and more POSITION SUMMARY Elevate the Dispatch and Customer Experience teams’ customer service, technical knowledge and communication skills. Train and reinforce our company’s processes and procedures while improving profitability and customer satisfaction through strong leadership, operational oversight, and a commitment to customer service and performance. The ideal candidate combines real-world HVAC expertise with the ability to coach employees and improve key metrics. KEY RESPONSIBILITIES Train & lead staff on best ways to convert calls into service appointments. Ensure achievement of department booked call and sales goals. Create and refine call scripts so they’re clear and compelling Become an expert in the HVAC industry Know the customer needs and how best to engage them Formalize a measurable coaching and training regimen Monitor staff performance, review calls and coach for improvements Ensure sufficient staffing to match the business demand and seasonal spikes Perform other duties as requested Have the opportunity to grow within our organization Some overnight travel required (training, conferences, etc) REQUIREMENTS Maintain high levels of honesty, integrity, and compassion at all times 3-5 years of Customer Care leadership experience History of strong work ethic, professional achievement, and company loyalty HVAC or mechanical experience - not required - we’ll train the right person! Ability to inspire both personal and professional growth in team members Excellent attention to detail and problem-solving skills Ability to provide unparalleled customer satisfaction. Ability to drive team performance to achieve all business goals and objectives Presentation skills and the ability to convey confident and decisive messaging Thrive working in a fast-paced and goal-driven environment. Proficiency in Microsoft Office (Outlook, Excel, Word) Experience with ServiceTitan software is a plus. VIDEO – LEARN MORE Learn more about our benefits and what it’s like to work at Busby’s – www.busbys.com/careeers

Responsibilities

The manager will lead and train the Dispatch and Customer Experience teams to improve customer service, technical knowledge, and communication skills. They are responsible for monitoring staff performance, refining call scripts, and ensuring the department meets its booked call and sales goals.