Service Call-by-Call Coach

Service Call-by-Call Manager

About Cooper

Founded in 1978, Cooper Heating & Cooling, Inc. is one of Colorado’s largest and most trusted residential HVAC companies and a proud 2024 Denver Post Top Workplace. We continue to grow by putting people first—our customers and our team.

At Cooper, we’re building a service-first, membership-driven organization focused on Safety, Health, Comfort, and Efficiency. Our leadership culture is grounded in Drive – Integrity – Impact, and we hold ourselves accountable to delivering exceptional customer experiences while developing strong leaders in the trades.

Role Purpose

The Service Call-by-Call Coach is a hands-on, real-time performance leader responsible for call-by-call execution, coaching, and accountability for our Service Technicians. Reporting directly to the Service Manager, this role ensures every service appointment follows the Service MVP process, complete options are consistently presented, and technicians are supported to deliver professional, high-quality service that drives revenue, trust, and long-term customer relationships.

The Service Call-by-Call Coach actively manages live service calls, reinforces standards, removes friction in the field, and turns coaching into measurable improvements in performance, consistency, and customer experience.

Key Responsibilities

1. Call-by-Call Coaching & Execution

• Track 100% of Service Technician appointments in real time.
• Check in with technicians at the start, midpoint, and close of each call.
• Provide live coaching on discovery, communication, call flow, and options presentation.
• Reinforce strict adherence to the Service MVP process and customer-first solutions.
• Serve as real-time support to help technicians stay focused, professional, and effective in the home.
   

2. Service Performance Tracking & Visibility

• Maintain the Call-by-Call Tracker with real-time updates.
• Log and monitor key data points including:
   
  • Time onsite
  • Options presented
  • Estimated vs. sold revenue
  • Job outcome and next steps
     
• Deliver daily and weekly performance summaries to the Service Manager and COO.
• Ensure performance data is accurate, visible, and actionable—not reactive.
   

3. Accountability & Continuous Improvement

• Identify performance trends such as:
   
  • Low option counts
  • Excessive time onsite
  • Missed opportunities or weak conversions
     
• Coach Service Technicians directly to improve consistency, confidence, and professionalism.
• Partner with the Service Manager to develop and execute Performance Improvement Plans (PIPs) when necessary.
• Reinforce expectations daily—this role owns execution and follow-through.
   

4. Cross-Department Collaboration

• Coordinate with the Call Center to improve dispatch timing and job setup.
• Communicate with Dispatch, Install, and Parts teams to ensure clean hand-offs and customer clarity.
• Share wins, coaching insights, and lessons learned in daily huddles and weekly reviews.
• Act as a connective leader protecting the full customer experience from booking to job completion.
   

Key Performance Indicators (KPIs)

• 100% call coverage for all Service Technician appointments
• Close rate by technician and department average
• Average number of options presented per call
• Average time onsite per service appointment
• Weekly sold revenue per Service Technician
• Performance improvement tied directly to coaching activity
   

Reporting Structure

• Reports to: Service Manager
• Works closely with: COO, Call Center Leadership, Dispatch, Install, and Parts teams
   

Cultural Alignment

This role lives our Drive / Integrity / Impact values:

• Drive – Takes ownership of every call and pushes for better outcomes.
• Integrity – Coaches with honesty, clean data, and clear expectations.
• Impact – Converts real-time coaching into better service, revenue, and customer trust.
• Qualifications?
• Work Schedule? Onsite?

Compensation & Benefits

Compensation

• $60k Annually
• Performance-based incentives tied to service team results -
   

Benefits

• Health, Dental, and Vision Insurance
• Life & AD&D Insurance
• Long-Term Disability
• FSA (Health & Dependent Care)
• Optional Accident, Hospital, and Critical Illness Coverage
   
• 401(k) with generous 3% company match
   
• Paid Time Off (PTO) & Paid Holidays
   
• Training stipends and career development support
   
• Advanced leadership coaching and growth plan
   
• Team events, community involvement, and a values-driven culture
   

Join the Green Team

 If you believe great service doesn’t happen by accident—and that real-time coaching, standards, and accountability are how teams win—this role is for you.

Apply today and help elevate our service department and customer experience across Colorado.

Application Deadline: Application Deadline: The anticipated application deadline is November 6 2026. Cooper Heating & Cooling may extend the application deadline based on business needs and will update this posting if the deadline is extended. 

Salary : $60,000