Head of Client Support Services

Company Description Since 1984, Mills Heating and Air has provided high-quality heating and air conditioning services to residential and commercial customers in Okaloosa, Walton, Santa Rosa, and Bay Counties. Our dedicated Service Department offers support seven days a week, staffed with highly qualified technicians specializing in all brands of air conditioning equipment. We provide planned maintenance programs, warranty processing for most brands, and efficient solutions for repairs and installations. Our Installation Department specializes in retrofits, new construction projects, and services like air duct and dryer vent cleaning, ensuring exceptional quality across all services. We are deeply committed to offering the best solutions at an affordable price to the communities of Northwest Florida.

Job Summary We are seeking an experienced HVAC Service Manager to lead and oversee our service department. The ideal candidate will be responsible for managing daily operations, supervising service technicians, ensuring high-quality customer service, and driving departmental growth and profitability.

Key Responsibilities Manage and oversee all HVAC service operations, including scheduling, dispatching, and completion of service calls

Supervise, train, and mentor HVAC technicians to ensure high performance and technical excellence

Monitor service quality and ensure compliance with industry standards, safety regulations, and company policies

Develop and maintain strong relationships with customers, addressing concerns and ensuring satisfaction

Review and approve service estimates, invoices, and job costing

Track key performance indicators (KPIs) such as revenue, efficiency, and callback rates

Collaborate with sales and installation teams to support overall business objectives

Implement process improvements to enhance productivity and service delivery

Ensure proper documentation of work orders, service records, and customer interactions

Qualifications Minimum of 5+ years of HVAC experience, with at least 2–3 years in a supervisory or management role

Proven leadership and team management skills

Excellent customer service and communication abilities

Proficiency with service management software and scheduling systems

Ability to analyze financial and operational reports

Experience with residential and/or commercial HVAC service operations

Time management and organizational skills

Attention to detail and quality control

Performance-based bonuses

Health, dental, and vision insurance

Paid time off and holidays

Ongoing training and professional development opportunities

Employment Type Full-time

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