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EXPERIENCED HVAC CUSTOMER CARE MANAGER Augusta

EXPERIENCED HVAC CUSTOMER CARE MANAGER

Full Time • Augusta
Responsive recruiter
WHO WE ARE
Busby’s is a place where you will be appreciated by your team and customers, where your work has a direct effect on your personal success and the success of the company.
 
 WHY CHOOSE BUSBY’S
  • Annual salary - $65K - $75K+ commensurate with experience
  • $10,000 annual bonus potential based on company-wide gross profit
  • Medical insurance (company pays 60% for individuals, families, and spouse/domestic partnerships)
  • Optional vision, dental and supplemental insurance
  • Employee hardship/relief fund
  • Life Insurance
  • Retirement 401K
  • Immediate accrual of PTO (Accrues from Day One, 48 hours per year for 0–5 years of service, 96 hours per year after 5 years)
  • 8 paid holidays per year
  • Sick Pay: 40 hours annually—get paid to take care of yourself or a loved one
  • Bereavement Leave: Worry-free time off when you need it most
  • Opportunities for advancement
  • Dave Ramsey’s SmartDollar financial wellness program
  • Continuing education
  • Incentive contests
  • Active in community
  • Complimentary Sam’s Club membership
  • ½ Off your monthly gym membership up to $25
  • Free Comfort Club maintenance membership
  • Employee events, appreciation days, and more 
POSITION SUMMARY
Elevate the Dispatch and Customer Experience teams’ customer service, technical knowledge and communication skills. Train and reinforce our company’s processes and procedures while improving profitability and customer satisfaction through strong leadership, operational oversight, and a commitment to customer service and performance. The ideal candidate combines real-world HVAC expertise with the ability to coach employees and improve key metrics. NOTE:  This is not a remote position.
 
KEY RESPONSIBILITIES
  • Train & lead staff on best ways to convert calls into service appointments.
  • Ensure achievement of department booked call and sales goals. 
  • Create and refine call scripts so they’re clear and compelling
  • Become an expert in the HVAC industry
  • Know the customer needs and how best to engage them
  • Formalize a measurable coaching and training regimen
  • Monitor staff performance, review calls and coach for improvements
  • Ensure sufficient staffing to match the business demand and seasonal spikes
  • Perform other duties as requested 
  • Have the opportunity to grow within our organization
  • Some overnight travel required (training, conferences, etc)
 REQUIREMENTS
  • Maintain high levels of honesty, integrity, and compassion at all times 
  • 3-5 years of Customer Care leadership experience
  • History of strong work ethic, professional achievement, and company loyalty
  • HVAC or mechanical experience - not required - we’ll train the right person!
  • Ability to inspire both personal and professional growth in team members
  • Excellent attention to detail and problem-solving skills
  • Ability to provide unparalleled customer satisfaction.
  • Ability to drive team performance to achieve all business goals and objectives
  • Presentation skills and the ability to convey confident and decisive messaging
  • Thrive working in a fast-paced and goal-driven environment.
  • Proficiency in Microsoft Office (Outlook, Excel, Word)
  • Experience with ServiceTitan software is a plus.

VIDEO – LEARN MORE
Learn more about our benefits and what it’s like to work at Busby’s – www.busbys.com/careeers
 
Compensation: $65,000.00 - $75,000.00 per year




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Benefits of working in the HVAC field

 
Jobs Are Available Now!
When considering a position in HVAC you are considering a career path that grants you the opportunity to find a job today. The demand for skilled tradespeople continues to grow across the USA.
More Than Just a Career.
HVAC supports all aspects of modern life. By working in HVAC you are helping to ensure improved air quality, heat and air conditioning are maintained. A career in HVAC allows you to make a difference.
Opportunity for Career Advancement.
Choosing a career in the HVAC industry presents you with an exciting professional path that promises job security and excellent earnings potential.
Excellent Pay.
HVAC professionals make an average of $35,000 - $75,000 per year. This is as much as many college graduates make, without the burden of debt, or the stress of having to deal with an oversaturated job market.
The Future Is Bright:
Job growth for HVAC Technicians is projected to increase by 26% through 2024, compared to just 6.5% on average for all occupations. The HVAC industry is projected to have nearly 115,000 job openings by 2026. Our industry is growing much faster than many other fields and provides stable long-term jobs.
New Technologies.
HVAC offers opportunities to work in high-tech, innovative fields. New HVAC units are being designed to be more environmentally friendly by using less energy and less polluting chemicals.
Variety of Career Paths.
HVAC technicians work with everything from pipes to electrical systems, so it's more varied than other trades. Start out as a technician in the HVAC industry and you could move on to become a service manager, move into sales, morph into service & maintenance, or start your own HVAC business.