Call Center Coordinator

What We’re Looking For:

• 
  2–5 years of call center experience, preferably in home services (HVAC, plumbing, electrical, utilities, or similar).
• Prior leadership experiencesuch as team lead, shift lead, trainer, or supervisor.
• Strong understanding of HVAC service workflows, including maintenance, repair, dispatching, and seasonal demand cycles.
• Experience handling escalated customer situationsand coaching others through them.
• Familiarity with HVAC terminology, common system issues, maintenance plans, and service call types.
• Ability to navigate service scheduling software, CRM platforms, and call‑center tools.
• Understanding of KPIssuch as call conversion, booking rate, response time, and customer satisfaction.
• Knowledge of dispatch coordinationand technician routing is a plus.
• Proven ability to mentor, coach, and support CSRs, especially during high‑volume seasons.
• Strong conflict‑resolution skills and the ability to handle escalations calmly and professionally.
• Ability to maintain team morale during evenings, weekends, or peak seasons.
• Skilled at real‑time call monitoring, feedback delivery, and performance improvement.

• Health Coverage: Employer-paid medical, dental, and vision plan options
• Insurance: Life, AD&D, and long-term disability included; optional short-term and gap coverage
• Savings Accounts: FSA and HSA contribution options
• Retirement: 401(k) available upon hire with employer match; Traditional and Roth options

• Paid time off and holidays
• Paid parental leave

• Tuition Reimbursement
• On-going training and development

• Valid Driver’s License (required)
• To be considered for employment, all candidates must successfully complete our screening process, which includes assessments, interviews, background checks, and drug screens.