Customer Care Supervisor - Call Center and Dispatch

Climate Control Services; Saint Petersburg (FL); Hybrid; USD 68,000 - 83,000; Full time

Benefits offered by this job

Hybrid work model

On-site role

Job summary

Climate Control Services seeks a skilled Customer Care Manager to lead our call-center and dispatch team across three HVAC brands. You will recruit, train, coach, and manage performance, ensuring top-notch service and driving outbound sales follow-ups. The role is hybrid, with on-site work in St.

Petersburg or Boynton Beach, and includes performance-based bonus opportunities. You will own scheduling for in-office and remote reps, monitor metrics, and continuously improve scripts and workflows to

Qualifications

• 3+ years in phone-based customer service, call center, dispatch or inside sales.
• 2+ years supervising a team, including hiring, training, coaching and holding people accountable to numbers.
• Working knowledge of Microsoft 365 and CRM, dispatch or cloud phone systems.

Responsibilities

• Hire: recruit, screen and interview customer care reps, dispatchers and sales lead coordinators, keep a bench of qualified candidates, and run onboarding.
• Train: teach our booking scripts, objection handling, membership offer, dispatching method and outbound follow-up until the team knows them cold. Run role-plays and score recorded calls.
• Manage: build the schedule for in-office and remote reps, review the dispatch board every morning, take escalations, and run daily huddles and weekly one-on-ones.
• Own the numbers: booking rate, contact capture, membership enrollments, speed to answer, call quality, customer reviews and outbound sales leads set.
• Report results to the General Manager and keep improving our scripts, workflows and tools.

Skills

Phone-based customer service

Team supervision

CRM software

Microsoft 365

Dispatch/ cloud phone systems

Tools

ServiceTitan

Housecall Pro

Successware

Job description

Benefits:

• Training & development
• Bonus based on performance
• Competitive salary

About us

Hales AC is part of Right Away Home Services, the family behind three local HVAC brands: Hales AC (Tampa Bay), Climate Control Services (Palm Beach County) and Abraham AC (Broward and Miami-Dade). We answer 24 hours a day, 7 days a week, 365 days a year, and we never charge emergency, after-hours or weekend fees.

The role

Our Customer Care Representatives answer calls, book appointments, dispatch technicians and make outbound sales follow-up calls for all three brands. You lead that team. You hire them, train them on our playbooks, coach them on live calls and own their results. The team is hybrid, with some reps in the office and some remote. You work on-site every day from our St. Petersburg or Boynton Beach office.

Nobody will stand behind you telling you what to do next. You get the playbooks, the tools, the targets and a General Manager who backs you. What happens after that is yours.

What you'll do

• Hire: recruit, screen and interview customer care reps, dispatchers and sales lead coordinators, keep a bench of qualified candidates, and run onboarding.
• Train: teach our booking scripts, objection handling, membership offer, dispatching method and outbound follow-up until the team knows them cold. Run role-plays and score recorded calls.
• Manage: build the schedule for in-office and remote reps, review the dispatch board every morning, take escalations, and run daily huddles and weekly one-on-ones.
• Own the numbers: booking rate, contact capture, membership enrollments, speed to answer, call quality, customer reviews and outbound sales leads set.
• Report results to the General Manager and keep improving our scripts, workflows and tools.

Who you are

• Self-accountable. You own your results and your team's results.
• A self-starter who finds the next problem before someone hands it to you.
• A go-getter who likes targets and likes building people who hit them.
• Comfortable with technology. You learn new software fast. Our platform runs dispatch, AI-assisted phone and text, and call grading, and you will live in it all day.
• Steady under pressure, firm and warm.

Requirements

• 3+ years in phone-based customer service, call center, dispatch or inside sales.
• 2+ years supervising a team, including hiring, training, coaching and holding people accountable to numbers.
• Working knowledge of Microsoft 365 and CRM, dispatch or cloud phone systems.
• Able to work full-time on-site in St. Petersburg or Boynton Beach, with flexibility for peak season and occasional evening or weekend coverage.

Nice to have:

HVAC or home services experience, field service software such as ServiceTitan, Housecall Pro or Successware, sales training, experience managing remote staff, and bilingual English and Spanish.

Pay:

$75,000 per year base salary plus a performance bonus tied to your team's results.