What are the responsibilities and job description for the Inside Sales and Customer Operations Coordinator position at One Hour Heating & Air Conditioning of San Diego, CA?
Benefits:
- 401(k) matching
- Competitive salary
- Employee discounts
- Health insurance
- Opportunity for advancement
- Vision insurance
- Wellness resources
- Bonus based on performance
- Paid time off
- Training & development
We are looking for a highly organized, results-driven professional to help convert opportunities, reconnect with past customers, and keep our office operations running smoothly.
Our company serves thousands of homeowners across San Diego through One Hour Heating & Air Conditioning and Benjamin Franklin Plumbing. Every day we have service opportunities that simply require fast, professional follow-up.
This role exists to make sure no lead falls through the cracks and that our office team stays aligned on follow-up, scheduling, and customer communication.
You will drive outbound follow-up, help keep our lead pipeline organized, and support the office team in maintaining strong execution across dispatching, customer service, and lead management.
When call volume is high or opportunities need immediate follow-up, you will jump in directly to dial, text, and convert opportunities yourself.
If you're organized, proactive, and comfortable on the phone, this role can have a direct impact on company revenue and customer experience.
Our company serves thousands of homeowners across San Diego through One Hour Heating & Air Conditioning and Benjamin Franklin Plumbing. Every day we have service opportunities that simply require fast, professional follow-up.
This role exists to make sure no lead falls through the cracks and that our office team stays aligned on follow-up, scheduling, and customer communication.
You will drive outbound follow-up, help keep our lead pipeline organized, and support the office team in maintaining strong execution across dispatching, customer service, and lead management.
When call volume is high or opportunities need immediate follow-up, you will jump in directly to dial, text, and convert opportunities yourself.
If you're organized, proactive, and comfortable on the phone, this role can have a direct impact on company revenue and customer experience.
What You’ll Do
Lead Conversion & Outbound Follow-Up
- Make outbound calls and texts daily to:
- Unsold HVAC and plumbing estimates
- Canceled appointments
- Past customers and maintenance opportunities
- Book tune-ups, inspections, service calls, and follow-up appointments
- Convert opportunities into scheduled jobs and revenue
- Help ensure follow-up happens quickly and consistently
Lead Management & CRM Ownership
- Create and manage leads and follow-ups in ServiceTitan
- Keep every open lead updated with clear notes, status, and next steps
- Close out leads cleanly when customers move forward, decline, or confirm replacement
- Keep outbound lists organized, current, and prioritized
- Identify additional opportunities inside ServiceTitan that should be worked
Office Operations Support
- Help ensure dispatchers and CSRs are following lead management and follow-up processes
- Monitor open leads and identify when opportunities are not being worked
- Help keep the office team aligned on follow-up expectations and lead handling
- Communicate issues or gaps to leadership when processes break down
Lead by Example
- Drive outbound execution by example
- Jump in and dial when:
- call activity is low
- proposal follow-up is needed
- schedules need to be filled
- Help keep technician schedules full, especially during slower periods
- Support HVAC and plumbing cross-sell opportunities as programs expand
Role Scope
This is a lead execution role with ownership over outbound follow-up, lead recovery, and CRM organization.
While this is not a formal management role (no hiring, firing, or disciplinary responsibilities), you will play an important part in helping keep the office team aligned and accountable on lead management and customer follow-up.
You will work closely with the Operations Manager and leadership team to ensure opportunities are being worked and technician schedules remain full.
This is a lead execution role with ownership over outbound follow-up, lead recovery, and CRM organization.
While this is not a formal management role (no hiring, firing, or disciplinary responsibilities), you will play an important part in helping keep the office team aligned and accountable on lead management and customer follow-up.
You will work closely with the Operations Manager and leadership team to ensure opportunities are being worked and technician schedules remain full.
You’ll Be a Great Fit If You
- Have experience in HVAC, plumbing, or home services (strongly preferred)
- Are comfortable making high-volume outbound calls and texts
- Are organized and do not let follow-ups slip through the cracks
- Take ownership and follow through without needing to be chased
- Are confident jumping in to help when opportunities need immediate attention
- Can influence peers and lead by example without needing a formal title
- Have CRM experience (ServiceTitan experience is a plus)
What We Offer
- Monday–Friday in-office schedule
- Clear expectations and ownership
- Leadership visibility and real impact
- Opportunity to grow as our plumbing division expands
- A team that values accountability, follow-through, and results
Benefits
- 401(k) with company match
- Paid time off (holidays, vacation, sick, birthday, anniversary)
- 100% employer-paid medical insurance
- Vision insurance
- On-site gym and shower access
- Employee discounts (including mortgage perks)
Salary : $65,000 - $85,000