CSR & DSR Training Lead — Multi-Location HVAC

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 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