Customer Care Manager

About the role

Pioneer in Nashville is seeking a dynamic and customer-focused Customer Care Manager to lead our front-line customer service and scheduling operations. This role is responsible for delivering an exceptional customer experience while ensuring efficient scheduling and coordination of HVAC, plumbing, and electrical service appointments. The ideal candidate is highly organized, thrives in a fast-paced environment, and is passionate about building strong customer relationships and driving operational excellence. As a key leader within the organization, the Customer Care Manager will serve as the bridge between customers and operations, ensuring clear communication, proactive follow-up, and effective management of customer expectations throughout the service journey. This includes setting realistic timelines, providing timely updates, addressing concerns professionally, and ensuring customers feel informed and valued from initial contact through service completion. As the Customer Care Manager, you will oversee daily customer interactions, appointment scheduling, service coordination while helping ensure technicians maintain productive schedules and customers receive timely, professional service. Your success will be measured by customer satisfaction, operational efficiency, team performance, and the ability to create a consistent, best-in-class customer experience. Location: Nashville, TN (On-Site).

Responsibilities

• Resolve customer concerns and escalate issues when necessary to ensure customer satisfaction.
• Provide customers with accurate information regarding services, pricing, promotions, and scheduling availability.
• Build and maintain positive customer relationships that foster loyalty and trust.
• Oversee the scheduling of HVAC, plumbing, and electrical service appointments to maximize technician productivity.
• Ensure field staff maintain efficient, fully scheduled workdays while minimizing downtime.
• Monitor job status throughout the day and coordinate with field teams to ensure timely service delivery.
• Confirm upcoming appointments and communicate schedule changes to customers as