Customer Service Manager — Call Center

Job overview

The Customer Service Manager — Call Center role is onsite in Phoenix, AZ, and pays $68,000–$79,000 per year. The manager leads Reliance Heating & Air Conditioning’s customer service and dispatch teams, described as central to the company’s operations. The manager coaches teams, monitors performance, optimizes technician schedules, and resolves escalated customer concerns. The role improves workflows and communication across office, field, and sales teams to support service delivery and business performance.

What you'll do

• Manage and develop CSR and dispatch teams to meet performance goals
• optimize technician schedules
• track booking rates, call quality, and productivity
• resolve escalated customer concerns
• lead team meetings, training, and one-on-ones
• strengthen communication between office, field, and sales
• improve workflows and processes
• and oversee ServiceTitan usage and adoption.

What we're looking for

Skills & competencies

customer service manager

call center

dispatch

team leadership

servicetitan

phoenix az

reliance heating & air conditioning

$68k–$79k/year

monday–friday

occasional after-hours support

hvac

kpi management

medical dental vision

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision coverage, 401(k) with 3% employer contribution, paid holidays, PTO, sick time, modern office space, and team events.

Why this role

$68,000–$79,000 per year; Monday–Friday schedule with occasional after-hours support; 3+ years leading customer service, dispatch, or call center teams required.

About the employer

Reliance Heating & Air Conditioning is hiring for this role. Industry: Plumbing, Heating, and Air-Conditioning Contractors. Sector: 23.