Customer Operations Manager – HVAC & Home Services
Manage CSR & Dispatch Operations—From the First Call Through Installation and Final Resolution
Allgeier Air & The Fire Place | Louisville, Kentucky | Full-Time | On-Site
Are you the person others turn to when the schedule is full, a customer is upset, a field team member needs an answer, and leadership needs to know what is really happening?
Allgeier Air and The Fire Place are looking for a Customer Operations Manager to lead the people and processes behind the customer-facing side of our operations. This is not simply a senior CSR position. It is a working management role for someone who can connect customer service, dispatch, installations, customer concerns, billing follow-up, collections, and management communication into one dependable operating system.
You will not be expected to personally perform every routine task. You will be expected to make sure the right person handles it, the standard is followed, the team is held accountable, and each issue reaches a proper conclusion.
Who We Are
Allgeier Air and The Fire Place are locally owned Louisville home-service businesses. We have served our community since 1995 and remain locally owned—not private-equity owned. We believe a strong company is built through clear communication, a positive attitude, continuous improvement, and a great work ethic.
Job Description
Divisions: Allgeier Air & The Fire Place
Reports To: Managing Partner / Ownership
Department Scope: CSR & Dispatch Operations, including Service Dispatch and specialized Install Coordination
Position Type: Full-Time | On-Site | Scheduled, Compensated After-Hours Coverage
Position Summary
The Customer Operations Manager leads the CSR & Dispatch department across Allgeier Air and The Fire Place. This role owns the office-side customer and field coordination process from the first incoming call through service scheduling, installation coordination, billing follow-up, customer issue resolution, and final closeout.
Service dispatch and install coordination are distinct workflows within the same CSR & Dispatch operation. Service dispatch manages current service demand, technician schedules, changing priorities, and immediate customer needs. Install coordination manages sold jobs from handoff through office readiness, scheduling, customer communication, completion, payment follow-up, and closeout.
This manager is accountable for the results of both workflows. The role is designed to lead, train, coach, delegate, verify, and improve—not to become the permanent backstop who personally performs every routine task. Direct CSR or dispatch coverage is expected when unusual volume, absences, difficult situations, or emergencies require it.
Core ResponsibilitiesCSR & Dispatch Department Leadership
- Lead, train, coach, and hold CSRs, dispatchers, and office coordinators accountable for established standards.
- Set daily priorities, assign responsibilities, monitor follow-through, and maintain appropriate office coverage.
- Monitor call quality, booking accuracy, customer communication, schedule coverage, documentation, and completion of assigned work.
- Create clear handoffs, deadlines, and follow-up expectations so important work does not depend on one person’s memory.
- Build team members who can make appropriate decisions within their roles and know when escalation is required.
Service Call and Dispatch Operations
- Ensure incoming calls are handled professionally, accurately, and with the appropriate sense of urgency.
- Oversee service booking, technician dispatch, schedule capacity, route changes, and customer status updates.
- Help the team respond when technician availability, customer needs, emergencies, or daily priorities change.
- Coordinate communication among CSRs, dispatchers, service technicians, department managers, and customers.
- Verify that customer commitments and unresolved service matters receive documented follow-through.
Install Coordination Oversight
- Oversee install coordination as a specialized function within the CSR & Dispatch department.
- Manage the office-side process from sold-job handoff through readiness, scheduling, customer communication, completion, payment follow-up, and final closeout.
- Confirm that required job information, documentation, customer expectations, and internal handoffs are complete before installation.
- Identify missing information, scheduling conflicts, payment concerns, or customer issues early enough for corrective action.
- Coordinate with sales, install leadership, field crews, customers, and finance without taking over responsibilities that belong to those departments.
Customer Complaints and Service Recovery
- Take ownership of escalated customer complaints and bring them to a timely, documented conclusion.
- Investigate the facts using call recordings, customer history, field notes, photographs, invoices, and input from the appropriate manager.
- Communicate clearly with the customer, set realistic expectations, and follow through on agreed next steps.
- Balance empathy and reasonable service recovery with protection of the company’s legitimate operational and financial interests.
- Recognize when an issue requires the involvement of a department manager, Managing Partner, or ownership.
Billing, Collections and Financial Follow-Up
- Review escalated billing questions, invoice disputes, past-due balances, and collection concerns.
- Delegate routine collection and payment follow-up while verifying that assigned work is completed consistently.
- Maintain documentation of customer conversations, commitments, disputed charges, and next actions.
- Escalate proposed credits, refunds, settlements, write-offs, or exceptions that exceed established approval limits.
- Keep management informed of significant unresolved balances, repeated disputes, or financial risks.
Timekeeping, Attendance and Schedule Accountability
- Review timecards, attendance records, office schedules, schedule adherence, and reported discrepancies.
- Require timely corrections and make sure documentation is complete before payroll or reporting deadlines.
- Identify repeated attendance, punctuality, timekeeping, or coverage problems and address them through coaching and documentation.
- Communicate unresolved or repeated concerns to the appropriate manager or ownership before they become larger problems.
Training, Coaching and Performance Accountability
- Provide structured onboarding, continuing training, call review, and role-specific coaching for the department.
- Define standards clearly, demonstrate the process, observe performance, and verify that training is being applied.
- Address mistakes constructively while distinguishing between a training need, a process problem, and a failure to follow an understood standard.
- Document recurring performance concerns and participate in corrective action or disciplinary recommendations when warranted.
- Develop team depth so the department becomes stronger and less dependent on any single employee.
Management Communication and Risk Escalation
- Keep ownership and department managers informed about customer risks, staffing concerns, schedule problems, financial issues, and unresolved commitments.
- Communicate early enough for leadership to act; do not allow preventable surprises to reach management after the problem has grown.
- Present the relevant facts, actions already taken, current risk, and recommended next step when escalating an issue.
- Maintain strong handoffs between the office, service, installation, sales, finance, and leadership teams.
Direct Coverage and Process Improvement
- Provide direct CSR or dispatch coverage during unusual volume, absences, difficult situations, or emergencies without allowing routine coverage to consume the management role.
- Participate in improving SOPs, scripts, training materials, reports, workflows, and accountability systems.
- Review calls, schedules, open issues, unresolved balances, and performance indicators to identify coaching or process needs.
- Build repeatable processes that support growth and do not depend on one person’s memory or constant intervention.
Authority and Accountability
To succeed, this manager must have enough authority to own the assigned outcomes. Within company policy and established approval limits, the Customer Operations Manager is expected to:
- Assign and adjust office coverage, daily priorities, and work responsibilities.
- Enforce required processes, documentation standards, response expectations, and deadlines.
- Review calls and work quality, require corrections, and verify completion.
- Coach team members and document repeated performance problems.
- Resolve reasonable customer issues within established approval levels.
- Recommend or participate in disciplinary action when warranted.
- Escalate unresolved operational, customer, employee, or financial risks directly to the appropriate manager or owner.
Measures of Success
- Customers receive clear, accurate, timely, and professional communication.
- Calls are booked correctly, priorities are understood, and service schedules remain controlled as conditions change.
- Install jobs are coordinated with fewer surprises, missing details, preventable delays, and customer communication failures.
- Customer complaints and billing concerns are addressed promptly and brought to a documented conclusion.
- Past-due accounts and disputed balances receive consistent, measurable follow-up.
- Timecards, attendance records, and office schedules are accurate and reviewed on time.
- Team members understand expectations, receive useful coaching, and are held accountable when standards are not met.
- Managers receive early, accurate information instead of learning about problems after they have grown.
- The department becomes stronger, more consistent, and less dependent on any single person.
Qualifications and Experience
- Demonstrated experience leading, training, or supervising customer-service, dispatch, scheduling, or office operations employees.
- Experience in HVAC, plumbing, electrical, restoration, appliance service, or another field-service business is strongly preferred.
- A record of resolving difficult customer situations with empathy, sound judgment, firmness, and appropriate financial awareness.
- Experience with billing questions, collections, invoicing, accounts-receivable follow-up, or disputed charges.
- Experience reviewing timecards, attendance, schedule coverage, or employee productivity.
- Ability to delegate work clearly, verify completion, coach performance, and address repeated noncompliance.
- Strong written and verbal communication skills, including the ability to keep managers informed without creating unnecessary drama.
- Comfort using dispatch or field-service software; FieldEdge, ServiceTitan, Housecall Pro, Service Fusion, or similar experience is helpful.
- Ability to organize competing priorities, remain composed when plans change, and make practical decisions with incomplete information.
- A desire to build a long-term career, earn greater responsibility, and help develop a strong team and operating system.
Schedule and After-Hours Responsibility
This is a full-time, on-site leadership position. The role includes participation in a defined, compensated after-hours on-call rotation. During assigned coverage, the manager will support the service on-call function and provide phone guidance to less-experienced team members outside normal office hours when an issue requires a higher-level decision.
The rotation, response expectations, types of calls, and compensation will be reviewed during the hiring process. This is an important responsibility, but it is intended to be structured—not an undefined expectation of being constantly available.
Why This Can Be a Career
This role is for someone who wants to become an important operating leader in a growing, locally owned company. You will have direct access to senior leadership, meaningful responsibility, and the opportunity to improve how the department works—not simply inherit a desk and repeat the same tasks.
The right person can earn broader responsibility as the company and department grow. This is an opportunity to develop people, build dependable systems, produce measurable results, and create a long-term home with a Louisville company that has served customers since 1995.
Our Core Values
- Communication
- Positive Attitude
- Always Be Improving
- Great Work Ethic
Allgeier Air and The Fire Place are equal opportunity employers. Employment decisions are based on qualifications, merit, and business needs.
Job Type: Full-time
Pay: $30.00 - $34.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Application Question(s):
- What is the largest customer service, dispatch, or office team you have helped lead? Include the number of employees and your role.
- Describe one process you improved and the result.
- Share an example of a difficult customer, billing, or service issue you successfully resolved.
- What additional responsibilities or career growth do you hope to earn over the next two to three years?
Work Location: In person
