Customer Service Manager

Location: Lancaster, PA (Onsite)
Job Type: Full-Time | Exempt
Reports To: General Manager

Compensation & Benefits

• Salary: $60,000–$70,000 base plus performance-based bonus

• Medical, dental, and vision insurance

• Paid time off (PTO) and paid holidays

• 401(k) with company contribution

• Opportunities for advancement in a fast-growing company

• Stable, year-round work with strong leadership support

About Topline Heating & Air:

Topline Heating & Air is a rapidly growing residential HVAC company serving Lancaster and surrounding areas. Our success depends on delivering an exceptional customer experience during the most critical phase of the journey—from contract signature through installation.

We are seeking a Customer Service Manager who brings structure, accountability, and leadership to a fast-paced, high-volume operation.

The Role:

The Customer Service Manager leads the team responsible for every post-sale customer interaction, including scheduling, coordination, issue resolution, and escalations. This role owns the customer experience between sale and install completion and acts as the operational buffer between customers and install leadership—solving problems before they escalate and keeping installs on schedule.

This is a hands-on leadership role for someone who thrives under pressure, manages people effectively, and drives performance in real time.

What You’ll Do:

• Lead, coach, and manage Customer Service Representatives handling post-sale customer interactions

• Set clear expectations and hold the team accountable to scheduling accuracy, response times, and resolution standards

• Own customer escalations from start to finish, de-escalating issues and protecting customer relationships

• Oversee install scheduling, confirmations, and dispatch coordination with Install Managers

• Ensure clean handoffs from Sales and Permitting to Installation

• Track trends, identify root causes, and partner with Operations to drive process improvements

• Hire, onboard, and ramp new CSRs as business volume grows

• Enforce CRM documentation, communication, and scheduling discipline

What We’re Looking For:

• 3+ years managing customer service, dispatch, or scheduling teams in high-volume environments

• Residential home services experience strongly preferred (HVAC, plumbing, roofing, solar, etc.)

• Proven experience leading teams of 5–15+ employees

• Strong background in scheduling coordination, dispatch, or install logistics

• Confident leader who enforces standards and accountability

• Calm, professional communicator who performs well under pressure

• Data-driven mindset with the ability to adapt quickly in a fast-moving operation

Topline Heating & Air is an Equal Opportunity Employer and a drug-free workplace. Reasonable accommodations are available for qualified individuals.

Apply today to lead the customer experience during our most critical operational phase.