What are the responsibilities and job description for the HVAC Customer Experience Supervisor position at Horne Heating & Air Conditioning?
Join Our Team as an HVAC Customer Experience Supervisor
Are you an experienced leader with a strong background in customer service and call center operations? We're looking for an HVAC Customer Experience Supervisor to oversee our customer service and dispatch teams, ensuring smooth daily operations, strong performance, and a positive, productive work environment. This is a pivotal role for someone who thrives in a fast-paced setting, excels at coaching and mentoring, and is passionate about driving service excellence.
Position Details
- Title: HVAC Call Center Supervisor
- Reports to: General Manager
- Schedule: Monday-Friday, 8:00 AM - approximately 6:00 PM (in-office)
- Compensation: $60,000 base salary, depending on experience, plus additional earning potential
What We Offer
- Performance bonus opportunities
- Year-round work stability
- 2 weeks of accrued PTO in your first year
- 5 paid holidays plus your birthday off
- Medical, dental, vision, life, and supplemental benefits
- 401(k) with 3% full match and partial match on 4-5%
- Ongoing training and career growth opportunities
- Quarterly incentives tied to performance goals
- Fun company events and team-building activities
Key Responsibilities
- Lead, motivate, and support the call center, dispatch, and customer service teams to meet and exceed performance goals.
- Train new hires and provide ongoing coaching to improve skills, knowledge, and productivity.
- Develop and implement process improvements to increase efficiency and customer satisfaction.
- Handle escalated customer issues with professionalism and empathy, ensuring timely resolution.
- Monitor, track, and report on departmental performance metrics and KPIs.
- Collaborate across departments to streamline workflows and enhance service delivery.
- Foster a culture of accountability, teamwork, and continuous improvement.
Required Qualifications
- Experience with ServiceTitan software (1 years preferred).
- HVAC or related industry experience.
- Supervisory/Management/Leadership experience, ideally overseeing teams of 5 or more.
- Proficiency in Microsoft Office 365 (Teams, Excel, OneDrive).
- Strong phone-based customer service experience.
- Demonstrated ability to track and deliver on departmental metrics.
- Strong multitasking, organizational, and time-management skills.
- Excellent communication and interpersonal skills with a passion for coaching and team development.
Salary : $60,000