Regional Client Support Manager

About Champion & Nash HVAC

Champion & Nash HVAC is an established company with over four decades of experience providing top tier residential and light commercial service to the Houston community and surrounding areas. 

Job Summary:

The Regional Client Support Manager is responsible for overseeing and guiding the performance of regional Customer Service Representatives (CSRs) within the HVAC sector. This role focuses on ensuring that CSRs meet Key Performance Indicators (KPIs), enhance customer satisfaction, and efficiently manage dispatch boards through both inbound and outbound campaigns. The manager will participate in strategic planning for the Champion & Nash Call Center and play a critical role in maintaining high standards of call quality and handling.

Key Responsibilities:

• Lead and coach a team of regional CSRs, holding weekly one-on-one meetings to review performance and drive improvement.

• Implement strategies to boost customer satisfaction and promptly resolve client concerns.

• Monitor dispatch boards to optimize efficiency across inbound and outbound campaigns.

• Audit CSR calls and collaborate with marketing and call center teams to enhance call quality and processes.

• Oversee call classification and ensure adherence to Dexcomm procedures, including reclassification and follow-up.

• Manage Hatch campaigns, including setup and tracking of maintenance plan visit campaigns.

• Support strategic planning initiatives to improve overall call center performance and service delivery.

Benefits and Perks: 

Champion & Nash HVAC treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our employees with: 

• Competitive Pay
• Benefits: We offer top-notch benefits!
  • Various medical, dental & vision plans, including 100% employer covered options for you and your family
  • 401(k) match up to 3.5%
  • 100% Company paid long & short-term disability and life insurance
  • Flexible spending accounts for health and dependent care
• Training and Career Growth: Paid training opportunities and countless internal career growth opportunities. Whether you’re interested in becoming a Field/Department Manager or maybe you’re interested in Sales, Tech and Corporate roles, we’re here to support your growth. 
• Paid Time Off: Company paid holidays, 3 weeks of PTO, and a paid Parental Leave Policy
• Company Branded Attire

Champion & Nash HVAC is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.