Assistant Call Center Manager - HVAC, Energy Management Systems, Refrigeration Controls

NexRev; United States; On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Weekly pay

Flextime to balance non-traditional

Medical, Dental, Vision Insurance

Life Insurance

401K Plan with Company Match

Paid sick days and holidays

Job summary

NexRev, a leading provider of cloud-based, multi-site energy management systems, seeks a Call Center Support Technician III & Assistant Manager to lead a 10+ member team and handle high-level escalations involving HVAC, controls, and programming issues.

You will monitor SLAs, coach staff, and ensure top customer satisfaction across complex platform integrations while maintaining 24/7 availability as required.

Qualifications

• Advanced HVAC, refrigeration, and energy-management-system controls experience, including Novar, CPC, Trane Summit, Niagara, and Freedom.
• Technical or mechanical background with an emphasis on refrigeration, HVAC, or electrical principles
• Programming experience in Niagara-based platforms
• Advanced computer skills and Microsoft Office proficiency
• Direct supervision experience over a team of 6 or more
• Strong communication skills, with clients, coworkers, and direct reports
• Strong attention to detail
• Ability to work under pressure
• Works well on cross-functional teams
• Usage of AI tools, including ChatGPT and Claude AI
• Knowledge of RingCentral, NICE, inContact, and NetSuite software (preferred)

Responsibilities

• Ensure NexRev builds and maintains positive customer relationships through the service call process and SLA monitoring.
• Resolve escalated calls for technical, programming, or controls issues across platforms.
• Enter service requests from calls and emails and resolve customer complaints.
• Provide information to inquiries using company applications and platforms.
• Develop and improve Customer Call and Technical Support Guides/Courses.
• Monitor KPIs for a team of 10+ and coach for required metrics.
• Be on call 24/7 for occasional team support and after-hours shifts.
• Monitor call center software to manage SLAs.
• Prepare reports for internal departments and external customers.

Skills

HVAC controls

Refrigeration

Programming (Niagara)

Microsoft Office

Supervision experience

Communication skills

Attention to detail

Working under pressure

Cross-functional teamwork

AI tools (ChatGPT, Claude)

Tools

Novar

CPC

Trane Summit

Niagara

Freedom

RingCentral

NICE

inContact

NetSuite

Job description

The Call Center Support Technician III & Assistant Manager is responsible for the highest-level escalation involving complex technical, programming, and controls issues while building and maintaining positive client relationships through every service interaction. This position is also responsible for team leadership, development, and oversight.

You will:

• Ensure that NexRev builds, fosters, and maintains positive customer relationships through the service call process, while monitoring adherence to service level agreements (SLA’s).
• Resolve escalated calls or emails for technical, programming, or controls issues across platforms including Novar, CPC, Trane Summit, Niagara, Freedom, and Nexus.
• Answer incoming service requests professionally; enter service request information into the database from phone calls and emails; research questions using the database and team members; then process and resolve customer complaints.
• Provide information in response to inquiries, concerns, and requests for technical help using company-supported computer applications and platforms.
• Improve and create Customer Call and Technical Support Guides/Courses for the continued growth of team agents.
• Monitor agent key performance indicators for a team of 10 or more. Use effective coaching and corrective action to maintain required metrics.
• Be on call 24/7 for occasional team support and volume assistance, including flexibility for evening, night, weekend and holiday hours.
• Monitor call center software to manage and assist with maintaining customer SLA’s.
• Prepare reports for internal departments and external customers.

Reports to: Customer Solutions/Call Center Manager

Required Skills & Experience:

• Advanced HVAC, refrigeration, and energy-management-system controls experience, including Novar, CPC, Trane Summit, Niagara, and Freedom
• Technical or mechanical background with an emphasis on refrigeration, HVAC, or electrical principles
• Programming experience in Niagara-based platforms
• Advanced computer skills and Microsoft Office proficiency
• Direct supervision experience over a team of 6 or more
• Strong communication skills, with clients, coworkers, and direct reports
• Strong attention to detail
• Ability to work under pressure
• Works well on cross-functional teams
• Highly motivated with personal initiative
• Usage of AI tools, including ChatGPT and Claude AI
• Knowledge of RingCentral, NICE, inContact, and NetSuite software (preferred)

A background check and drug tests are a condition of employment.

• Competitive salary – paid weekly
• Flextime to balance non-traditional hours worked
• Medical, Dental, Vision, Life, and Long-Term Disability Insurance
• 401K Plan with Company % Match
• Paid sick days and holidays

About NexRev:

NexRev is a leading provider of cloud-based, multi-site energy management systems, backed by AI and delivered by SaaS models, that help businesses eliminate energy waste and reduce costs.

Our innovative Nexus and Freedom EMS/BMS solutions bring process-driven intelligence and AI to facilities management, providing complete remote control and centralized visibility of energy-consuming devices across complex, nationwide property portfolios for leading brands in retail, theaters, restaurants, and other commercial and industrial facilities.

With NexRev Freedom, our customers reduce waste, optimize energy management, and generate permanent cost savings by making the right decisions. Learn more about NexRev at https://www.nexrev.com/