Customer Service Manager jobs in United States
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Topline Heating And Air · 9 hours ago

Customer Service Manager

positionLancaster, PA
timeFull-time
remoteOnsite
seniorityMid, Senior Level
money$60K/yr - $70K/yr
date3+ years exp

Topline Heating & Air is a rapidly growing residential HVAC company serving Lancaster and surrounding areas. They are seeking a Customer Service Manager who will lead the team responsible for post-sale customer interactions and ensure a high-quality customer experience throughout the installation process.

CommercialCustomer ServiceField SupportHeating Ventilation and Air Conditioning (HVAC)Home ServicesResidential

Responsibilities

Lead, coach, and manage Customer Service Representatives handling post-sale customer interactions
Set clear expectations and hold the team accountable to scheduling accuracy, response times, and resolution standards
Own customer escalations from start to finish, de-escalating issues and protecting customer relationships
Oversee install scheduling, confirmations, and dispatch coordination with Install Managers
Ensure clean handoffs from Sales and Permitting to Installation
Track trends, identify root causes, and partner with Operations to drive process improvements
Hire, onboard, and ramp new CSRs as business volume grows
Enforce CRM documentation, communication, and scheduling discipline

Qualification

Customer service managementScheduling coordinationTeam leadershipData-driven mindsetResidential home servicesCalm communicationProblem-solving

Required

3+ years managing customer service, dispatch, or scheduling teams in high-volume environments
Proven experience leading teams of 5–15+ employees
Strong background in scheduling coordination, dispatch, or install logistics
Confident leader who enforces standards and accountability
Calm, professional communicator who performs well under pressure
Data-driven mindset with the ability to adapt quickly in a fast-moving operation

Preferred

Residential home services experience strongly preferred (HVAC, plumbing, roofing, solar, etc.)

Benefits

Medical, dental, and vision insurance
Paid time off (PTO) and paid holidays
401(k) with company contribution
Opportunities for advancement in a fast-growing company
Stable, year-round work with strong leadership support

Company

Topline Heating And Air

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We provide HVAC residential maintenance, installation, and repair services on all brands of air conditioning equipment, furnaces, heat pumps, and boilers.
dateFounded in 2020
location
Lancaster, Pennsylvania, USA
people-size11-50 employees
web-link
https://toplineair.com

Funding

Current Stage
Early Stage

Leadership Team

S
Sam Matsuk
Business Owner
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