Customer Service Manager

Lead a team that makes every customer and employee feel respected, valued, and cared for.

Join a Team That Values You

At JPS Furnace & Air Conditioning, our success starts with our people. We are a growing Calgary home-services company committed to creating a positive, supportive, high-performance workplace where team members feel respected, valued, and equipped to succeed.

Our team works hard, has fun, and takes pride in making a meaningful difference for customers and one another. We believe great people deserve great leadership, meaningful opportunities, and strong compensation. Through semi-annual employee surveys, we consistently achieve employee-satisfaction scores above 90%.

We are looking for an exceptional Customer Service Manager who gets the significance and impact that amazing communication with our customers is critical to our companies long term success. They are passionate about culture and best practices and want to lead our CSR team and help shape the customer experience: the first interaction a customer has with JPS.

The Prospect

This is not a sit-back-and-supervise position. The Customer Service Manager will be a visible, hands-on leader who develops people, improves processes, holds high standards, and helps ensure every customer receives a prompt, caring, professional experience.

You will lead the daily performance, coaching, scheduling, training, quality assurance, and development of our customer service team. You will work closely with our Sales, Service, Maintenance, Installation, Marketing, and leadership teams to ensure customer opportunities are handled properly and no customer feels overlooked.

The ideal candidate is equal parts coach, operator, problem-solver, and culture builder. They are comfortable using data and KPIs to improve performance, but they also understand that customer service is ultimately about people.

What You Will Lead

- Lead, coach, mentor, and develop a high-performing CSR team.
- Create a positive, accountable, supportive team environment where people are motivated to improve and succeed.
- Monitor and improve key call-centre metrics, including speed to answer, abandoned-call rate, booking rate, call quality, conversion, lead turnover, customer satisfaction,



and team productivity.
- Review calls, provide regular one-on-one coaching, and create practical training plans for individual team members.
- Build and maintain clear service standards, call-handling procedures, escalation processes, and quality-assurance expectations.
- Manage CSR scheduling, staffing levels, vacation coverage, and peak-season capacity.
- Participate in recruiting, onboarding, training, performance reviews, and career development for CSR team members.
- Handle escalated customer concerns with professionalism, empathy, urgency, and sound judgment.
- Ensure inbound calls, emails, online inquiries, and customer follow-ups are handled accurately and promptly.
- Work with Sales, Service, Maintenance, Install, and Marketing leaders to improve the customer journey from first call through completed work.
- Use ServiceTitan and other reporting tools to identify trends, missed opportunities, bottlenecks, and process-improvement opportunities.
- Help maintain accurate customer records, bookings, permits, warranties, customer communications, and other administrative workflows.
- Support the team directly during busy periods, including handling customer calls or other frontline work when needed.
- Lead projects and process improvements that strengthen the customer experience and support company growth.
- Will oversee and review the performance of our AI digital assistance to maintain our customer service standards

What We Are Looking For

- Proven experience leading, coaching, and developing a customer-service, call-centre, dispatch, or administrative team.
- A strong customer-service background and a genuine desire to help people succeed.
- A confident, caring leadership style that combines accountability with encouragement.
- Experience managing performance through KPIs, reporting, call reviews, and coaching.




- Excellent communication, conflict-resolution, and problem-solving skills.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Comfort working with CRM, call-centre, scheduling, and reporting systems. ServiceTitan experience is an asset.
- Experience in HVAC, plumbing, electrical, home services, construction, or another fast-paced service business is an asset.
- Strong Microsoft Office skills, including Excel, Outlook, and Word.
- A proactive mindset: you see an issue, take ownership, and work with the team to improve it.
- Availability to supervise peak periods and after hours weekend coverage as required.

Position Details

- Position: Full-time, in-office leadership role
- Regular schedule: Monday to Friday, 7:30 a.m. to 4:00 p.m.
- Peak periods: Flexibility is required during high-volume seasonal periods.
- Compensation: Competitive salary with performance-based bonus opportunities available.
- Benefits: Extended health and dental coverage, healthcare spending account, and professional-development opportunities.

Why Choose JPS?

- Positive and inspiring culture: We work hard to ensure people feel heard, supported, and valued.
- Meaningful leadership role: You will have a real voice in how the department operates, develops, and grows.
- Career growth: We invest in training, development, and advancement for people who want to build a career.
- High standards with strong support: We believe in accountability, continuous improvement, and helping people become their best.
- A growing, dynamic company: You will join a diverse team with opportunities to make a visible impact.

At JPS, we are committed to making every person feel respected, valued, and cared for. If you are a strong people leader who enjoys building great teams and delivering exceptional customer experiences, we would love to hear from you.

Pay: $55,000.00-$75,000.00 per year

Benefits:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Experience:

- Call center: 2 years (required)
- Customer service management: 2 years (required)

Work Location: In person

📌 Call Centre Manager (Calgary)
🏢 JPS Furnace & Air Conditioning
📍 Calgary