Rawlings Mechanical Corporation · 1 week ago
Customer Service Manager
United States
Full-time
Remote
Mid, Senior Level
$30/hr - $40/hrRawlings Mechanical Corporation is a company operating in the commercial HVAC and mechanical services sector, and they are seeking a remote Customer Service Manager to lead customer-facing operations. This role focuses on optimizing dispatch, escalation, and service quality for U.S. accounts while driving improvements in response time and customer satisfaction.
ConstructionHeating Ventilation and Air Conditioning (HVAC)ManufacturingMechanical EngineeringService Industry
Responsibilities
Lead and coach a distributed customer service team (dispatchers, coordinators, technical support) to meet SLA, response-time, and quality targets
Own ticket lifecycle and escalation workflows: prioritize incoming requests, assign resources, and resolve complex technical or commercial issues
Manage CRM and ticketing processes—ensure accurate case logging, SLA tracking, and timely customer communications
Partner with Field Operations and Technical Service teams to optimize dispatch rules, technician utilization, and first-time-fix rates
Define and report on core KPIs (CSAT, NPS, response time, SLA compliance) and deliver actionable insights to senior leadership
Implement continuous improvement initiatives—standard operating procedures, quality assurance checks, and knowledge-base improvements
Qualification
Required
Proven experience managing customer service or support teams in B2B or field-service environments
Hands-on experience with CRM/ticketing systems and configuring workflows (e.g., Salesforce Service Cloud, Zendesk)
Strong operational expertise: SLA management, workforce planning, and KPI-driven reporting
Excellent problem-solving with a track record of reducing response times and improving customer satisfaction
Preferred
Background in HVAC, mechanical services, or facilities management
Familiarity with analytics tools (Power BI, Excel) and integrations with ERP or field-service platforms
Benefits
Fully remote role with U.S.-based customers and flexible work-from-home support.
Opportunity to shape service operations at a growing mechanical services organization and influence cross-functional processes.
Professional development, performance incentives, and a collaborative, results-oriented culture.
Company
Rawlings Mechanical Corporation
Rawlings Mechanical Corporation strives to maintain their long-standing tradition of customer care and satisfaction by providing high quality services that help to advance technology, security, health services, safety and the environment.
Founded in 1952
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase