Offer summary

Qualifications:

Experience in customer service management, preferably in HVAC or home services., Strong leadership and coaching skills for managing regional teams., Excellent communication and problem-solving abilities., Educational background in business, management, or related fields is preferred..

Key responsibilities:

Lead and coach regional Customer Service Representatives to meet KPIs.

Implement strategies to improve customer satisfaction and resolve client issues.

Monitor and optimize dispatch boards for campaign efficiency.

Audit call quality and collaborate with teams to enhance service processes.

Job description

Zephyr is a growing platform of local brands in the residential home services industry, spanning HVAC, plumbing, and electrical trades. Our mission is to perfect the home services experience from the inside out—by investing in our technicians, supporting local leadership, and equipping our teams with the tools and resources to deliver trusted service in every home we enter.

We operate in multiple markets across the country, combining the local trust and expertise of each brand with centralized support across marketing, technology, operations, and finance. At Zephyr, we move with purpose—bold in our pursuit of excellence, grounded in transparency, and unified by our commitment to customers, teams, and community.

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 oneonone 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 followup.

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

Competitive Pay: Significant base salary and bonus opportunity

Benefits: We offer topnotch 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 & shortterm disability and life insurance

Cell phone reimbursement and workfromhome stipend

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: Company paid holidays, unlimited PTO, and a paid Parental Leave Policy

Zephyr and its companies are 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.