Customer Service Manager

Customer Service Manager

Lead. Optimize. Own the Outcome.

Are you an experienced customer service manager who takes full ownership of performance, not just people?

Do you rely on data, reporting, and real metrics to drive decisions and improve results?

Are you looking for a leadership role where your work directly impacts the success of the business?

If so, we would like to speak with you.

About LBA Air Conditioning, Heating, & Plumbing

LBA Services is a family-owned residential HVAC and plumbing company committed to delivering reliable service and exceptional customer experiences. We are proud of our people, our culture, and the trust we build with homeowners every day.

As part of our continued operational growth, we are hiring a Customer Service Manager to take ownership of one of the most critical functions in our organization.

The Role

As Customer Service Manager, you will be responsible for the overall performance and effectiveness of the call center. This is not a supervisory role—it is a leadership role focused on results, accountability, and continuous improvement.

You will be expected to understand what is happening inside the call center, why it is happening, and what needs to change to improve outcomes.

What You'll Be Responsible For
Leading and managing the customer service team with clear expectations and accountability
Owning customer service performance metrics, including call volume, booking rates, and staffing efficiency
Analyzing data and producing actionable insights to improve customer experience and results
Coaching and developing team members based on performance trends and real data
Identifying gaps in processes, scheduling, or workflows and implementing improvements
Working closely with leadership and operations to ensure alignment and smooth execution

This role is focused on ownership, analytics, and execution, not just day-to-day oversight.

Our Hiring Process

We move efficiently for the right candidate while maintaining a structured and fair process. Strong applicants may complete the process in as little as 10 days.

The process includes:

Submitting an application with brief qualifying questions
Completing a short follow-up questionnaire
Recording a brief one-way video response
Participating in an in-person interview

All candidates who complete the process will receive a response.

What We're Looking For
Proven experience managing a call center or customer service operation
Direct responsibility for call center performance, reporting, and outcomes
Strong analytical skills with the ability to interpret data and turn it into action
Experience coaching and developing teams using performance metrics
Clear, confident communication and sound decision-making
Ability to operate in a fast-paced, results-driven environment

ServiceTitan experience and HVAC or plumbing industry experience are helpful but not required. Leadership ability and operational ownership are far more important.

Compensation & Why Join LBA Air Conditioning, Heating, & Plumbing
Competitive annual salary: $60,000–$70,000, with flexibility for the right candidate
True leadership autonomy: Own and shape a critical department
Stability: Established, family-owned business with a long-term vision
Real impact: Your decisions will directly influence performance and customer experience
Culture: A team that values accountability, problem-solving, and continuous improvement

If you are an experienced customer service/call center leader who understands the numbers, owns outcomes, and wants to make a meaningful impact in a growing organization, we encourage you to apply.

We look forward to learning more about you.

Requirements
Employment Type: Full-time
Work Hours: 40 to 45 hours work
Required Experience: Experienced(3) years