About

• Description
• Job Summary
• Are you a strong leader with a passion for customer experience? Texas Ace Service, the retail and service arm of L&S Mechanical, is looking for a Customer Service Manager to lead our growing CSR team in Midlothian, TX. As the Customer Service Manager, you will lead and manage our service department in solving problems and providing solutions. You will oversee and expand our team of customer service representatives. As a business leader, you will play a pivotal role in improving existing processes and shaping the future of our service operations to ensure consistent, high-quality standards that meet customer needs.

Customer Service Manager Responsibilities

• Lead, coach, and develop the CSR team to deliver excellent customer service and maximize booking efficiency.
• Monitor and analyze call performance metrics (conversion rates, handle times, customer satisfaction).
• Implement training programs to improve communication, product knowledge, and scheduling accuracy.
• Manage the dispatch personnel and collaborate with sales, and service managers to ensure smooth scheduling and efficient use of technician time.
• Handle escalated customer concerns with professionalism, providing solutions that reflect company standards.
• Maintain scripts, call flows, and service protocols to ensure consistency across the team.
• Prepare and present reports on CSR performance, trends, and opportunities for improvement.
• Recruit, train, and evaluate CSR staff, ensuring accountability and adherence to company policies.
• Support growth initiatives by identifying upsell opportunities and reinforcing service promotions.

Customer Service Manager Requirements

• 3+ years of customer service experience, with at least 1–2 years in a leadership or management role (HVAC or home services industry preferred).
• Strong leadership, coaching, and communication skills.
• Ability to analyze data and use insights to drive performance improvements.
• Proficiency with service management software (ServiceTitan experience a plus).
• Exceptional problem-solving and conflict resolution skills.
• Highly organized, detail-oriented, and able to thrive in a fast-paced environment.

Benefits

• Medical, dental, and vision insurance
• FSA with debit card
• Bonus opportunities
• 401(k) employer match
• Paid Vacation
• PTO
• Paid Holidays
• About Texas Ace Heating and Air
• Texas Ace Heating & Air is the premier heating, and air-conditioning company located in Midlothian, Texas, serving all of the Dallas / Fort Worth area and surrounding cities. Our purpose is to provide our internal peers and external customers with unparalleled service, quality products and outstanding care. Our belief is that if you take care of the best, you will keep the best – which is why we provide the most competitive compensation packages and provide full-time positions YEAR ROUND! We are eager to provide you with a great opportunity – one where you can make a difference!

• The company is backed by The Sterling Group, a private equity firm established in 1982. The Sterling Group specializes in acquiring controlling interests in companies across the manufacturing, distribution, and industrial services sectors, focusing on enterprises with valuations typically between $100 million and $1 billion. To date, the firm has sponsored 67 platform buyouts, along with numerous add-on acquisitions, contributing to a total transaction value exceeding $22 billion. Currently, The Sterling Group manages over $9.4 billion in assets.