Job Description

Floor Manager

Location: Dallas-Fort Worth, TX (On-Site, Full-time)
Employment Status: Full-time
FLSA Status: Non-Exempt

Position Summary

Join Fresh Air, a growing residential HVAC business, to lead dispatch, booking, and customer service representative (CSR) teams, driving operational excellence and exceptional customer experiences. As a Floor Manager, you’ll enforce high standards, coach with purpose, and oversee complex field projects, ensuring alignment with our mission of delivering world-class home service solutions. Contribute to our vision of achieving a 4.9+ star rating with over 10,000 Google reviews and servicing 100,000 customers by 2030.

Why Join Us?

• Leadership Impact: Shape team performance and customer satisfaction in a dynamic, growth-focused company.

• Career Growth: Access ongoing training and opportunities to develop leadership skills.

• Supportive Culture: Work with a team committed to honesty, integrity, and putting others first.

• Benefits: Uniforms and a take-home company vehicle provided.

Core Values

• Ethics: Honesty, integrity, transparency, strong work ethic.

• Growth: Continuous improvement in all aspects of life.

• Others First: Decision-making with customers and team in mind.

Key Responsibilities

Performance Management

• Achieve booking KPIs: PPC (60%+), Google LSA (65%+), Organic (75%+), Thumbtack (60%+), META (45%+).

• Maintain cancel/reschedule rate under 15%.

• Audit all leads daily to ensure accuracy and follow-through.

Team Oversight and Floor Leadership

• Manage CSRs, dispatch, and routing teams, ensuring daily floor schedule and coverage.

• Track individual performance and step into roles as needed.

• Maintain prompt field-office communication via WhatsApp.

Hiring, Training, and Development

• Lead onboarding and training for new hires.

• Conduct weekly 1-on-1s and daily huddles.

• Promote and train a Floor Assistant Manager within 90 days.

• Assign weekly training blocks to enhance team skills.

Escalations and Customer Experience

• Resolve escalated customer issues (up to $100).

• Close unresolved jobs in Workiz/ServiceTitan.

• Guide CSRs in closing high-ticket jobs and create SOPs for recurring issues.

Sales Support and Estimate Follow-up

• Ensure accurate system status and notes for estimates.

• Coordinate with marketing for follow-up campaigns.

• Coach CSRs for clear estimate tracking (sales team retains follow-up ownership).

Culture, Discipline, and Coaching

• Lead by example with punctuality, urgency, and professionalism.

• Address core value violations immediately.

• Foster a culture of ownership and accountability.

Process and Change Implementation

• Communicate workflow/process changes clearly to the team.

• Escalate operational breakdowns promptly.

Reporting and Data Ownership

• Deliver daily EOD summaries, schedules, and issue reports.

• Provide weekly KPI, cancel/reschedule, and attendance reports.

• Flag technician performance trends (formal reviews handled by Sales Director).

Tools Mastery

• Proficient in Workiz, Looker Studio, Asana, WhatsApp, GHL, and ServiceTitan (if applicable).

30-60-90 Day Plan

• Day 30: Master systems, begin daily audits, and start 1-on-1s.

• Day 60: Train 1-2 new hires, identify assistant manager, update SOPs.

• Day 90: Achieve 95%+ floor coverage, hit KPIs, and operationalize assistant manager.

Minimum Qualifications

• 10+ years of experience in residential HVAC operations or related field.

• Proven leadership in managing teams and complex field projects.

• Strong problem-solving skills and ability to drive operational excellence.

• Proficiency in Workiz, ServiceTitan, Looker Studio, Asana, WhatsApp, and GHL.

• Excellent communication, coaching, and time management skills.

• Commitment to fostering a culture of accountability and customer focus.

• Passion for contributing to a growing business with a strong work ethic.

• Flexibility to work overtime/weekends as needed.

• Valid driver’s license with 3+ years of registered driving history.

• Ability to pass a background check and drug test.

Authority

• Approve day-offs for floor staff and log in EOD reports.

• Authorize refunds up to $100.

• Create and update SOPs.

• Recommend hiring decisions (final decisions by management).

Physical Demands and Work Environment

• Primarily office-based with occasional field visits.

• Lift and maneuver equipment or materials (up to 50 lbs) as needed.

• Work in varying temperatures during field oversight.