Regional Client Support Manager

About Stephen K. Denny, Inc.

Stephen K. Denny is an established company with over 30 years of experience as a full-service HVAC contractor. We provide top-tier service and quality products in the Jupiter area and neighboring communities of South Florida.

About the Role:
The Regional Client Support Manager plays a pivotal role in leading and developing a high-performing team of regional Customer Service Representatives (CSRs) within the Zephyr Call Center network. This role is focused on driving performance, elevating customer satisfaction, and ensuring operational excellence across inbound and outbound campaigns.

You’ll collaborate closely with leadership to refine strategy, strengthen call quality, and maintain a best-in-class customer experience for our brands — including Champion & Nash and Stephen K. Denny. This role is remote and ideally located in the Eastern or Central Timezones. 

What You’ll Do Here:

Manage and Lead Regional CSRs

• Supervise and coach a team of regional CSRs, ensuring alignment with performance KPIs.
• Conduct weekly one-on-one meetings and performance reviews to review scorecards, identify opportunities, and drive continuous improvement.

Customer Satisfaction and KPI Management

• Implement strategies to increase customer satisfaction and address client concerns proactively.
• Monitor and manage dispatch boards to ensure balanced workload distribution and campaign efficiency.

Feedback and Quality Assurance

• Collaborate with marketing and call center leadership to enhance call quality, scripting, and customer experience.
• Conduct call audits and provide actionable feedback to ensure consistency and compliance with Zephyr standards.

Campaign and Call Classification Management

• Ensure proper reclassification of calls and adherence to Dexcomm procedures for follow-up and documentation.
• Oversee the setup, tracking, and execution of Hatch campaigns — including membership and maintenance plan outreach.

Strategic Planning and Communication

• Contribute to call center strategy development and performance improvement initiatives.
• Manage and escalate client concerns promptly and concisely to senior management.

We’d Love to Hear From You if You Have:

• 2+ years of management experience in a customer service, call center, or HVAC/home-services environment.
• Proven success leading a team to achieve and exceed KPIs.
• Demonstrated success in meeting and exceeding performance metrics in a call center or customer service environment.
• Strong expertise in developing, implementing, and maintaining SOPs to ensure service consistency and quality.
• Strong communication and analytical skills with the ability to coach, motivate, and problem-solve.
• Experience with ServiceTitan, Hatch, or similar CRM/call management systems.
• Highly organized with strong problem-solving abilities and a track record of driving process improvements.
• A passion for creating an exceptional customer experience and improving operational performance.
• The ability to work effectively in a remote or hybrid environment supporting multiple regional teams.
• A proactive, collaborative mindset and comfort with fast-paced, evolving priorities.

Benefits and Perks: 

Stephen K. Denny 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) with a company 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: We are scaling quickly and would support this person’s career growth and development
• Paid Time Off: 6 company paid holidays, 3-4 weeks of PTO, and a paid Parental Leave Policy
• Company Provided: Company branded attire and company vehicle provided for certain roles

Stephen K. Denny 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 iden