Customer Service Manager Location: Phoenix, AZ Pay Range: $68,000-$79,000/year (based on experience) Schedule: Monday-Friday + occasional after-hours supportLead the Team That Drives the BusinessAt Reliance Heating and Air, the call center isn't just a support function-it's the heartbeat of our operation. We're looking for a hands-on leader who can step in, elevate performance, and build a team that consistently delivers results.This role is ideal for someone who doesn't just manage from behind a desk-you coach, problem-solve, and push for better every day.What You'll Be Responsible ForManage and develop CSR and dispatch teams to hit performance goalsKeep technician schedules optimized and revenue-drivingTrack KPIs like booking rates, call quality, and productivityStep in on escalated customer concerns and resolve effectivelyRun team meetings, training sessions, and one-on-onesStrengthen communication between office, field, and salesImprove workflows and implement more efficient processesOversee ServiceTitan usage and ensure team adoptionWhat You Bring3+ years leading customer service, dispatch, or call center teamsStrong accountability mindset-you hold people to standardsExperience using metrics to manage performanceAbility to stay calm and decisive under pressureBonus Points:HVAC or home services backgroundServiceTitan experienceExperience managing both dispatch and CSR teamsWhy Reliance?Established, family-run company with deep roots in PhoenixLeadership team that actually listens and supportsClear expectations and performance-driven cultureGrowth opportunities and leadership developmentOffice dog ("Champion of Happiness") that adds a little extra personality to the workdayBenefitsMedical, dental, and vision (United Healthcare)401(k) with 3% employer contributionPaid holidays, PTO, and sick timeModern office space + team eventsIf you're ready to take ownership of a department and build something stronger, this is your role.