Customer Care Manager

If you're the kind of person who sees a problem, fixes it, and tells people about it afterward instead of waiting to be told what to do, read this one.

TLC Electrical has served Dallas-Fort Worth since 2003. We're growing, and we need someone to build and eventually run our front office — the team that's the first voice our customers hear and the last word on whether their day gets better or worse.

What this job really is

Right now, this is a hands-on seat. You'll personally answer calls, book appointments, manage the schedule, and work our follow-up pipeline — the same work our best Customer Service Reps do every day. We're not hiring someone to sit above the work. We're hiring someone to prove they can do it at a high level first.

As we grow, that changes. You'll hire, train, and lead the Customer Service Reps who join under you, own our front-office playbook, and be the person accountable for how every call gets handled. This is a role with real room to grow into — not a title handed out early, but a seat you build.

We're looking for someone decisive. Someone who takes ownership without being asked twice. Someone who can run toward a ringing phone and a messy schedule and make it look calm.

Your day (now)

• Answer the phone before the third ring, every time, with a smile people can hear
• Book the appointment and give the customer a clear picture of what happens next
• Build and manage the daily schedule so the right technician gets to the right job
• Work the follow-up pipeline: unbooked leads, unsold estimates, happy calls, reviews, memberships
• Let customers know if their technician is running behind, before they have to wonder
• Keep our scheduling software and front-office process clean and current

Your day (as the team grows)

• Recruit, hire, and train the Customer Service Reps who join the team
• Coach and hold your team accountable to real performance numbers, not vague feedback
• Own our call scripts, SOPs, and front-office training materials
• Be the person Ownership looks to for how the phones and the schedule are running

What we offer

• $70,000 to $80,000 a year, based on experience, with room to grow as the team grows
• Performance bonus once you're leading a team
• Health, dental, and vision at 60 days
• Paid time off
• Real authority. You'll help design how this department runs, not just execute someone else's playbook
• A small company where ownership knows your name and you'll work directly with leadership, not a floor of middle managers
• New ownership took over in December 2025 and is investing in the team and the systems behind it

What you bring

• A track record in a fast-paced, phone-based customer service, dispatch, or scheduling role; home services experience is a real plus
• Proven ability to manage, train, or hold someone accountable to a real performance number, or clear evidence you're ready to
• Decisive and self-directed. You don't wait around for instructions
• Strong, clear communication, written and spoken
• Comfortable with Excel, Word, and PowerPoint; ServiceTitan or similar scheduling software is a plus
• Comfortable being coached on a phone script and having your calls reviewed, and eventually comfortable coaching someone else the exact same way
• High school diploma or GED required; Associate degree a plus, not required
• Bilingual a plus, not required

If you've run a desk, a dispatch board, a shift, or a team before, and you're ready for a seat with a real path to leading more than just yourself, we want to talk to you.

TLC Electrical Services is an equal opportunity employer.

You should be proficient in:

• Leadership / People Management
• Continuous Improvement
• Service