Call Center Lead: Coaching & Dispatch for Home Services

A.B May; Kansas City (MO); Hybrid; USD 50,000 - 52,000; Full time

Benefits offered by this job

Health coverage

Life & disability insurance

FSA/HSA

401(k) with match

Paid time off

Parental leave

Tuition reimbursement

Training & development

Job summary

A.B. May in Kansas City, MO is seeking a Call Center Lead to support our Customer Care team. This role blends hands-on customer support with team leadership to drive performance, customer satisfaction, and dispatch efficiency.

The ideal candidate has 2–5 years in call centers, leadership experience, and HVAC workflow knowledge. We offer training, a hybrid-remote option after probation, and opportunities for growth.

Qualifications

• 2–5 years of call center experience, preferably in home services (HVAC, plumbing, electrical, utilities, or similar).
• Prior leadership experience such as team lead, shift lead, trainer, supervisor, or customer service management.
• Knowledge of HVAC terminology, service workflows, dispatching, maintenance agreements, and seasonal demand cycles.

Responsibilities

• Support daily Customer Care operations while assisting with team leadership responsibilities.
• Monitor call quality, booking performance, and customer satisfaction metrics.
• Provide coaching, training, and ongoing feedback to Customer Service Representatives.
• Assist with escalated customer concerns and work toward positive resolutions.
• Help ensure efficient scheduling and dispatching of service technicians.
• Monitor staffing levels and assist with workload management during peak demand periods.
• Promote company memberships, maintenance agreements, and service offerings when appropriate.

Skills

Call center experience

Leadership experience

HVAC knowledge

Customer service coaching

Escalation handling

Scheduling software experience

Education

High school diploma

Tools

CRM systems

Scheduling software

Job description

A.B. May in Kansas City, MO is seeking a Call Center Lead to support our Customer Care team. This role blends hands-on customer support with team leadership to drive performance, customer satisfaction, and dispatch efficiency.

The ideal candidate has 2–5 years in call centers, leadership experience, and HVAC workflow knowledge. We offer training, a hybrid-remote option after probation, and opportunities for growth.