Call-by-Call Manager

Job Summary
Core Responsibilities

• Real-time call management and coaching (the "call-by-call" core):
• Pre-call briefings: Quick check-ins with technicians before they arrive to set expectations, strategy, and mindset.
• Post-diagnosis support: Help techs build strong, value-driven proposals/option sheets (sometimes joining via phone or Zoom to speak directly with the customer).
• Post-call debriefs: Review outcomes, payments, documentation, and provide immediate coaching for improvement.
• Manage the live dispatch/scheduling board: Prioritize and assign incoming service calls, balance technician workloads, and optimize routes in real time.
• Ensure proper call close-outs: Confirm jobs are completed correctly, invoices are accurate, payments collected, and follow-ups scheduled.
• Coach and develop technicians: Provide documented feedback, corrective action when needed, and ongoing training on sales processes, customer communication, and technical best practices.
• Handle escalations: Step in for difficult customer situations, technical questions, or high-value opportunities.
• Track and improve key metrics: Revenue per call, close rates, customer satisfaction (CSAT), and team performance.
• Collaborate with the broader team: Work closely with customer service reps, sales, and management to maintain smooth operations.

Qualifications

• Experience: 1–3+ years in residential HVAC, plumbing, electrical, or related home services (technical field experience is frequently preferred or required). tealhq.com
• Strong communication and leadership skills — you must be able to coach, motivate, and hold people accountable in a fast-paced environment.
• Ability to multitask, adapt to sudden changes, and work under pressure (calls come in live all day).
• Customer service, dispatch, sales support, or call-coaching background is a big plus.
• Familiarity with industry software (e.g., ServiceTitan or similar dispatch/CRM platforms) is often mentioned.
• High-energy, self-motivated personality; many postings emphasize a "driven, sharp" attitude.
• Clean background check and drug screening; valid driver’s license in some cases.

Pay: $70,000.00 - $110,000.00 per year

Work Location: In person