Service Department Manager

Crystal Heating & Cooling
Serving the St. Louis area, SEMO, and surrounding communities

Compensation:
Base salary of
$100,000 to $120,000 annually
, depending on experience,
plus up to $30,000 in annual incentives based on department performance
Schedule:
Monday through Friday, 7:30 AM to 4:30 PM. After-hours support as needed

About Crystal Heating & Cooling
Since 1965, Crystal Heating & Cooling has been the trusted name in HVAC services across the Greater St. Louis Area. With over 40 rapid-response service trucks and recognition as a 6-time Carrier President's Award winner, we are known for our integrity, technical expertise, and commitment to exceptional customer experiences.

As an employee-owned company (ESOP), we believe in empowering our team through shared success. Our mission is simple: deliver superior quality service with honesty, reliability, and long-term relationships built on trust.

Mission:
Delivering superior quality service with integrity and dedication to lasting relationships

Vision:
Setting the standard as a trusted HVAC partner through reliability, communication, and trust

Values:
Employee ownership, accountability, and aligned success for our customers, people, and company

Why Work with Us

• Competitive pay based on experience
• 100% employer-paid health, medical, and dental insurance for employees
• Company-provided cell phone and laptop
• Eligibility for ESOP shares after one year of employment
• Three weeks of paid vacation
• 24/7 team support structure with after-hours resources

The Opportunity
We are seeking a Customer Service Manager to take ownership of our HVAC service department operations. This is a senior leadership role responsible for the performance, efficiency, and customer experience of the service department while serving as a key partner to field leadership and technicians.

This role is ideal for a leader with HVAC field experience or strong service operations knowledge who understands how the service department truly runs. You will oversee customer-facing teams while also working closely with service technicians and supervisors to drive quality, accountability, and profitability.

While this is not a field technician role, HVAC experience is highly valued and will be used to support technician development, resolve complex service issues, and ensure operational decisions align with real-world field conditions.

What You'll Do

• Lead and manage the service department, including customer service representatives, dispatchers, and service writers
• Partner closely with service supervisors and technicians to align service operations, scheduling, and customer expectations
• Use HVAC and service operations knowledge to support troubleshooting, escalations, and technician coaching
• Own service department performance, including efficiency, revenue, callbacks, and customer satisfaction
• Monitor daily, weekly, and monthly service metrics and lead performance discussions
• Improve processes that impact workflow, communication, and customer experience
• Support training, onboarding, and ongoing development for service and dispatch teams
• Maintain strong communication between customers, field teams, and leadership
• Provide after-hours or weekend leadership support for escalated service issues as needed

What You Bring

• Proven leadership experience managing service operations, dispatch, or customer service teams
• HVAC field experience, service management experience, or a strong technical understanding of HVAC operations are preferred
• Ability to lead and earn credibility with both office staff and field technicians
• Strong business acumen with experience using KPIs to drive performance
• Excellent communication, organization, and problem-solving skills
• Experience in HVAC, construction, or service-based industries strongly preferred

If you are a service-driven leader who understands both customer experience and the realities of HVAC field operations, this is an opportunity to make a meaningful impact in a company that truly values its people and promotes ownership at every level.

Apply today and discover why Crystal Heating & Cooling is known as
The Fleet That Can't Be Beat.