Call by Call Manager

About Sam’s Air Control
Sam’s Air Control is one of NJs largest family-owned HVAC companies serving residential and commercial clients across New Jersey. Founded in 2014, we’ve built a reputation for professionalism, precision, and exceptional customer care. With a team of over 45 dedicated technicians, installers, and office staff, we take pride in providing state-of-the-art comfort solutions while maintaining a close-knit, family-driven work culture that values growth, accountability, and integrity.

About the Role
The Call-by-Call Manager is responsible for overseeing service performance on a per-call basis, ensuring every service visit is executed efficiently, professionally, and profitably. This role focuses on real-time job oversight, technician support, pricing accuracy, and customer experience. The Call-by-Call Manager works closely with technicians, dispatch, and leadership to maximize revenue per call, reduce callbacks, and maintain consistent service standards.

Review and manage service calls in real time to ensure proper diagnostics, pricing, and job execution
Support technicians during active calls with troubleshooting, repair options, and pricing guidance
Approve estimates, repairs, and job scope changes as needed to ensure consistency and margin targets
Monitor call outcomes including revenue per call, close rates, callbacks, and customer satisfaction
Ensure technicians follow company SOPs, ServiceTitan workflows, and pricing tools accurately
Identify missed opportunities, coaching needs, and training gaps on a call-by-call basis
Assist with escalated customer situations and service concerns to drive positive resolutions
Coordinate with dispatch to manage workload, priorities, and urgent service needs
Provide daily and weekly performance feedback and reporting to management
Qualifications

Strong HVAC service background with hands-on diagnostic and repair knowledge
Prior experience in service management, service supervision, or technical support preferred
Deep understanding of flat-rate pricing, repair vs. replace conversations, and customer communication
Proficient in ServiceTitan and comfortable reviewing tickets, pricing, and performance metrics
Ability to make fast, confident decisions in a high-volume service environment
Strong leadership, coaching, and problem-solving skills
Benefits

Start up culture in a stable industry with endless possibilities
Competitive pay based on experience
Health, dental, and vision insurance
Sick Leave
401(k) retirement plan
Opportunities for advancement in a fast-growing company
Job Type: Full-time

Pay: $80,000.00 - $120,000.00 per year

Benefits:

401(k)
Dental insurance
Employee discount
Health insurance
Health savings account
Life insurance
Vision insurance
Experience:

OBR & Rebates Billing: 1 year (Required)
HVAC: 1 year (Required)
Work Location: In person