Hybrid Call Center Lead: Elevate Customer Experience

A.B. May Heating, A/C, Plumbing & Electrical; Kansas City (MO); Hybrid; USD 50,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Life insurance

AD&D insurance

Disability insurance

401(k) with employer match

FSA/HSA options

Paid time off

Job summary

A.B. May Heating, A/C, Plumbing & Electrical, the premier home service provider in the Kansas City area, seeks a Call Center Lead to drive performance and customer satisfaction. This in-house role supports the Customer Care team, assists with dispatch operations, and coaches CSRs.

Beginning pay is competitive and commensurate with experience. The ideal candidate has 2–5 years of call center leadership, strong communication, and HVAC workflow knowledge.

Qualifications

• High school diploma or equivalent required.
• Experience with screening processes, assessments, interviews, background checks, and drug screens.

Responsibilities

• Support daily Customer Care operations with team leadership responsibilities.
• Monitor call quality, booking performance, and customer satisfaction metrics.
• Provide coaching and feedback to CSRs.
• Assist with escalated customer concerns and resolutions.
• Help ensure efficient scheduling and dispatching of service technicians.
• Monitor staffing levels during peak demand periods.
• Promote memberships, maintenance agreements, and service offerings.
• Maintain accurate customer records and service documentation.
• Foster a positive customer-focused culture.

Skills

Call center experience

Leadership experience

HVAC service workflows

Escalation handling

HVAC terminology & service types

CRM platforms

Call center KPIs

Team coaching & mentoring

Conflict resolution

Availability for evenings/weekends

Education

High school diploma or equivalent

Tools

CRM platforms

Service scheduling software

Dispatch coordination tools

Job description

A.B. May Heating, A/C, Plumbing & Electrical, the premier home service provider in the Kansas City area, seeks a Call Center Lead to drive performance and customer satisfaction. This in-house role supports the Customer Care team, assists with dispatch operations, and coaches CSRs.

Beginning pay is competitive and commensurate with experience. The ideal candidate has 2–5 years of call center leadership, strong communication, and HVAC workflow knowledge.