Team Lead / CSR Manager – HVAC Call Center Operations

Team Lead / CSR Manager – HVAC Call Center Operations

TRU72 Heating & Cooling is looking for an experienced Team Lead / CSR Manager to lead our customer service representatives and run day-to-day call center operations. This person will run team meetings, coach CSRs, and work closely with CSRs at our other branches around the country to keep our standards, scheduling, and customer care consistent everywhere.

The ideal candidate is a proven people leader who understands that the customer experience begins with the first phone call. This person must be comfortable leading a team, analyzing performance data, coaching employees, and holding the team accountable for booking, responsiveness, and customer-care goals.

Call Center Operations

• Lead day-to-day operations and performance for the CSR team, and coordinate with CSRs at our other branches to keep standards consistent.
• Establish consistent call-handling, scheduling, documentation, and customer-care standards.
• Ensure inbound calls, web leads, text messages, and other customer inquiries are handled promptly and professionally.
• Monitor staffing levels, call volume, coverage, and schedules to ensure adequate support during peak seasons, after-hours periods, and weather-related demand.
• Coordinate with local managers, dispatchers, service departments, and sales teams to ensure smooth customer handoffs.
• Identify process breakdowns and implement practical solutions that improve efficiency and the customer experience.
• Support the implementation and optimization of call-center technology, CRM systems, call tracking, and customer communication platforms.

KPI Management and Accountability

• Track and report team performance, including call-answer rate, abandoned/missed-call rate, booking and conversion rate, speed to answer, average handle time, outbound call activity, membership and maintenance booking, lead follow-up, customer satisfaction, and call quality/accuracy.
• Run performance scorecards for individual CSRs and the team.
• Conduct routine call audits to ensure quality, professionalism, accuracy, and adherence to company procedures.
• Identify performance trends and provide clear action plans to leadership.
• Hold team members accountable for established service levels and performance goals.

Leadership, Coaching, and Development

• Recruit, onboard, train, and develop CSRs.
• Run regular one-on-one coaching sessions and team meetings.
• Provide immediate coaching when calls do not meet company standards.
• Develop standardized scripts, call flows, objection-handling tools, and training materials.
• Train team members to confidently recognize customer needs, communicate value, and book the appropriate service.
• Assist with employee evaluations, performance improvement plans, promotions, and staffing decisions.
• Build a culture of accountability, urgency, professionalism, empathy, and teamwork.

Customer Care and Escalation Management

• Serve as the point of contact for complex or escalated customer concerns.
• Ensure complaints are acknowledged quickly, documented accurately, and resolved professionally.
• Work with local operations leaders to coordinate service recovery and follow-through.
• Identify recurring customer issues and recommend operational improvements.
• Maintain consistent communication with customers until concerns are fully resolved.
• Protect the company's reputation by ensuring customers feel heard, respected, and informed.

Cross-Branch Collaboration

• Partner with operations, dispatch, service, installation, sales, marketing, and leadership.
• Work with CSRs at other branches around the country to standardize scripts, staffing, and follow-up procedures.
• Improve communication between the call center and field teams to reduce scheduling errors and missed expectations.
• Help bring newly opened or acquired branches up to the TRU72 customer-service standard.

Education and Experience

• Associate's or bachelor's degree preferred but not required.
• Five or more years of customer service or call center experience preferred.
• Three or more years of experience supervising or managing a customer service team.
• Experience working across multiple locations or branches strongly preferred.
• HVAC, plumbing, electrical, home services, or other service-trade experience strongly preferred.
• Experience with CRM, call-tracking, scheduling, and performance-reporting platforms required.
• Experience with Housecall Pro, ServiceTitan, Podium, or similar platforms is a plus.

Required Skills and Competencies

• Proven ability to lead, coach, and hold a team accountable.
• Strong understanding of call center KPIs and performance management.
• Exceptional written and verbal communication skills.
• Strong critical-thinking and problem-solving abilities.
• Ability to manage multiple priorities and deadlines.
• Comfortable reviewing call recordings and providing direct, constructive feedback.
• Highly organized, detail-oriented, and data-driven.
• Customer-first mindset with the ability to balance empathy and operational accountability.
• Ability to remain calm and decisive during high-volume or high-pressure situations.
• Strong computer, reporting, and analytical skills.

What Success Looks Like Success in this position means more calls are answered, more qualified opportunities are booked, customers receive consistent communication, and every CSR understands what is expected of them. The Team Lead / CSR Manager will keep the team running smoothly, run effective meetings, and stay connected with CSRs at every branch to deliver measurable results while protecting the TRU72 brand.

TRU72 Heating & Cooling is an equal opportunity employer. Employment decisions are based on qualifications, performance, and business needs without regard to any legally protected status.