Call Center Lead

Overview:

Call Center Lead- Hybrid Role

KB Complete operates with a small business feel, but large business size, growth, and stability. We have hard-working teams that are dedicated to the company’s continued success and are rewarded well for their contributions.

We are honest, professional, and hard working. We strive for excellence and are loyal and committed to our customers and one another. Our new and long-time customers choose us because we will only send the best in the industry to their homes to solve their service needs.

What We’re Looking For:

• 
  2–5 years of call center experience, preferably in home services (HVAC, plumbing, electrical, utilities, or similar).

• Prior leadership experience such 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 situations and 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 KPIs such as call conversion, booking rate, response time, and customer satisfaction.
• Knowledge of dispatch coordination and 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.

Benefits:

• 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

Time Off & Perks:

• Paid time off and holidays
• Paid parental leave

Growth and Training Opportunities:

• Tuition Reimbursement
• On-going training and development

Requirements:

• 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.

KB Complete is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.