Quality Assurance Manager - HVAC / Plumbing Support

Location: Manassas, VA
Schedule: Monday – Friday, 7:00 AM – 5:00 PM
Salary: $60,000 – $70,000 per year

Join a Company That Values You

American Residential Services is seeking a Quality Assurance Manager to join our team. We are the employer of choice in the home services industry because we take care of our people — and that starts with our benefits package.

Industry-Leading Benefits Include:

• Insurance available after only 31 days of employment

• Low-cost Medical Insurance options starting at just $5 per week

• Dental and Vision Insurance

• Health Savings Account (HSA) or Flexible Spending Account (FSA)

• 401(k) with company match

• Paid Time Off and Holiday Pay

• Company-paid Life Insurance

• Learn more at www.myarsrewards.com

The Quality Assurance Manager is responsible for leading the resolution of escalated customer complaints and ensuring every concern is addressed with urgency, empathy, and professionalism. You’ll work cross-functionally with operations, sales, and customer service teams to improve the customer experience, reduce future complaints, and protect the ARS brand.

This role requires a strong communicator with sound judgment, excellent conflict resolution skills, and a proactive mindset focused on customer satisfaction and retention.

• Serve as the primary point of contact for escalated customer issues via phone, email, and internal referrals

• Investigate complaints by reviewing service records, speaking with technicians/managers, and analyzing relevant documentation

• Use the Customer Satisfaction Tool (CST) to log, track, and monitor complaint progress

• Communicate daily with department leads and frontline managers to provide updates on open complaints

• Recommend and facilitate service corrections, refunds, goodwill gestures, or service credits as needed

• Generate reports to identify complaint trends and improvement opportunities

• Support post-resolution engagement efforts such as thank-you notes, surveys, and follow-up calls

• Train or coach teams on common service pitfalls based on QA findings

• Perform administrative tasks including recordkeeping, report generation, and data entry

• Other duties as assigned by leadership

• 3+ years of customer service experience required

• 2+ years in a Quality Assurance or Customer Satisfaction role preferred

• Prior experience with customer complaint resolution, retention strategies, or service recovery a strong plus

• Proficient in Microsoft Office (Excel, Outlook, Word) and CRM tools

• Strong interpersonal, written, and verbal communication skills

• Must be highly organized with the ability to multitask and prioritize effectively

• Comfortable navigating conflict and de-escalating sensitive issues

• Must pass pre-employment drug screen, MVR, and background check

This isn’t just a job — it’s a mission to deliver quality experiences that keep customers coming back. If you're ready to lead with empathy, solve problems, and drive real customer impact, we want to hear from you.

*This posting provides details on potential compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as an offer.  American Residential Services provides equal employment opportunities to all individuals, both applicants and employees, without regard to race, color, religion, pregnancy, gender, marital status, national origin or ancestry, citizenship status, disability, medical condition, genetic characteristics or genetic information, age, military service or veteran status, or any other characteristic protected by applicable federal, state, or local laws prohibiting discrimination. For more information about how we collect and use personal information, see our privacy policy here: https://www.ars.com/privacy-policy.