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.