Customer Care Team Lead — Hiring & Training

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

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