Customer Service Manager

Job Description

Job Description

The Customer Service Manager is the main point of contact between customers, the schedule, and technicians in the field at Bob Boldt HVAC. You'll manage calls and texts, keep ServiceTitan records accurate, support scheduling and dispatch, and follow up on estimates and payments. Call and message volume changes throughout the day, so you need to move between tasks without losing track of details.

WHAT THE WORK LOOKS LIKE

You're often the first and last point of contact a customer has with the company. When a technician needs a customer approval mid-job, you get it. When an estimate has been sitting unsigned for a week, you follow up on it. When a Comfort Club card declines, you catch it and get it fixed. Your records and follow-up directly affect scheduling, billing, and customer retention, so accuracy matters more than speed.

WHO BELONGS HERE

• You've worked somewhere where call volume spikes without warning and you didn't lose track of what mattered

• You can hold three or four things in progress at once without dropping one

• You write things down accurately the first time, not from memory later

• You follow up on unresolved items without being reminded

• You're comfortable being the one who makes the call to a customer, not just the one who answers

WHY WORK AT BOB BOLDT HVAC

• 401(k)

• 5 to 7 days PTO

• Dog-friendly office

• Consistent Monday through Friday schedule with a full lunch hour

• Pay grows from $21 to $25 per hour with a couple of years of experience in the role

Compensation:

$23 - $28 hourly

Responsibilities:

• Lead and inspire the customer service team to deliver exceptional support and build lasting relationships.
• Manage and optimize the scheduling and dispatch process to ensure timely service delivery.
• Maintain accurate and up-to-date records in ServiceTitan, enhancing operational efficiency.
• Coordinate with technicians to secure customer approvals and resolve issues promptly.
• Follow up on pending estimates and payments, ensuring seamless transaction completion.
• Monitor call and message volumes, adapting to fluctuations with agility and precision.
• Develop and implement strategies to improve customer satisfaction and retention rates.

Qualifications:

Requirements

• Strong phone and written communication skills.

• Close attention to detail.

Preferred Qualifications

• ServiceTitan experience strongly preferred

• Prior customer service or administrative experience.

• Call center or high-volume phone experience.

• Proficiency with Microsoft Office.

About Company

Bob Boldt HVAC has been creating home comfort in the Eagan area since 1988. We're not a call-and-fix company. We specialize in performance-based system design — whole-system testing, airflow verification, and written performance reports on every install. We give homeowners four options on every replacement quote because we believe in informed decisions, not upsells.