HVAC Customer Service and Dispatcher Trainer

Southeast Mechanical; Winston-Salem (NC); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Life insurance

Disability insurance

Paid time off

Vision insurance

Holiday pay

Job summary

Southeast Mechanical is seeking an experienced Corporate CSR/DSR Trainer to lead, coach, and standardize CSR and DSR operations across multiple Southeast entities. The role requires regular travel to operating companies and close collaboration with GMs, CSR/DSR teams, and field leadership to implement best practices and drive consistent execution.

The successful candidate will shape the customer service culture across ten growing HVAC organizations, working directly with executive leadership to

Qualifications

• Extensive CSR and dispatch management experience.
• Strong Service Titan knowledge.
• Willingness to travel.
• HVAC service dispatch background preferred.
• Valid driver’s license and clean driving record.

Responsibilities

• Develop and maintain standardized CSR and DSR operating procedures across all Southeast Mechanical companies.
• Build consistency in scheduling, dispatching, technician support, and customer communication.
• Oversee Service Titan Dispatch Boards to prioritize high-value revenue opportunities and keep boards productive.
• Coach CSR/DSR staff to improve call handling and customer experience.
• Provide ongoing coaching and feedback to staff for service excellence.
• Travel regularly across the Southeast Mechanical footprint to engage with teams on-site.

Skills

CSR leadership

DSR leadership

Change management

Coaching & development

Service Titan

Multi-location management

Travel ready

HVAC dispatch

Tools

Service Titan

Job description

Southeast Mechanical is seeking an experienced, highly motivated Corporate CSR/DSR Trainer to lead, coach, and standardize Customer Service Representative (CSR) and Dispatcher Service Representative (DSR) operations across multiple entities throughout the Southeast.

The successful candidate will be expected to travel regularly to each operating company, working alongside General Managers, CSR teams, DSR teams, and field leadership to implement best practices, improve operational performance, strengthen customer experience, and drive consistent execution across all locations.

Why Join Southeast Mechanical?

At Southeast Mechanical, we believe exceptional customer experiences begin with exceptional leadership. This position offers the opportunity to shape the customer service culture across ten growing companies while working directly with executive leadership to build best-in-class HVAC operations.

If you are passionate about developing people, improving processes, and creating operational excellence across multiple organizations, we invite you to join our leadership team and help define the future of Southeast Mechanical.

Primary Responsibilities

• Develop and maintain standardized CSR and DSR operating procedures across all Southeast Mechanical companies.
• Build consistency in scheduling, dispatching, technician support, and customer communication.
• Oversee Service Titan Dispatch Boards throughout the operating platform to ensure the prioritization of high-value revenue opportunities and that service boards remain productive and profitable throughout the day
• Manage/Train towards maximizing customer call experience efficiently and effectively in accordance with SEM Operational Playbook procedures (to be provided)
• Provide continuous coaching and positive professional feedback for all CSR/DSR staff in an effort to improve call handling and overall customer experience
• Regular travel throughout Southeast Mechanical platform geographic footprint to allow hands‑on face‑to-face engagement with employees and staff

Qualifications

• Extensive CSR and dispatch management experience.
• Strong Service Titan knowledge.
• Multi-location management experience preferred.
• Proven leadership and coaching ability.
• Strong organizational and communication skills.
• Excellent analytical and reporting skills.
• Ability to lead organizational change.
• Willingness to travel
• HVAC Service Dispatch background preferred
• A valid driver's license and clean driving record

Compensation:

Competitive compensation commensurate with experience.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Disability insurance
• Paid time off
• Vision insurance
• Holiday pay