McKinney
Job DescriptionFloor ManagerLocation: 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, youll 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 drivers 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.