What are the responsibilities and job description for the Call Center Coordinator position at Service One?
Overview
Call Center Coordinator- Hybrid Role
ServiceOne is a leading home service provider in Omaha, delivering top-quality plumbing, HVAC, and electrical solutions to our community. Our success is built on the expertise and dedication of our team, and we are committed to providing an environment with unmatched career opportunities in the industry.
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.
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.
ServiceOne is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.