Service/Maintenance Call-by-Call Coach

Cooper-Heating-and-Cooling; Broomfield (CO); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life & AD&D Insurance

Long-Term Disability

401(k) with company match

Paid Time Off

Job summary

Cooper Heating & Cooling, a Colorado residential HVAC leader, seeks a Service Call-by-Call Coach to lead real-time coaching on technician calls and ensure every service visit aligns with our MVP process.

You will monitor call-by-call performance, reinforce standards, and partner with teams to improve revenue and customer experience across Colorado.

Responsibilities

• Track 100% of Service Technician appointments in real time.
• Provide live coaching on discovery, call flow and options.
• Maintain the Call-by-Call Tracker with real-time updates.
• Coach technicians to improve consistency, confidence, and professionalism.

Skills

Coaching

Performance tracking

Real-time coaching

Call-by-Call

Job description

Service Call-by-Call ManagerAbout CooperFounded in 1978, Cooper Heating & Cooling, Inc. is one of Colorado’s largest and most trusted residential HVAC companies and a proud 2024 Denver Post Top Workplace. We continue to grow by putting people first—our customers and our team.At Cooper, we’re building a service-first, membership-driven organization focused on Safety, Health, Comfort, and Efficiency. Our leadership culture is grounded in Drive – Integrity – Impact, and we hold ourselves accountable to delivering exceptional customer experiences while developing strong leaders in the trades.Role PurposeThe Service Call-by-Call Coach is a hands-on, real-time performance leader responsible for call-by-call execution, coaching, and accountability for our Service Technicians. Reporting directly to the Service Manager, this role ensures every service appointment follows the Service MVP process, complete options are consistently presented, and technicians are supported to deliver professional, high-quality service that drives revenue, trust, and long-term customer relationships.The Service Call-by-Call Coach actively manages live service calls, reinforces standards, removes friction in the field, and turns coaching into measurable improvements in performance, consistency, and customer experience.Key Responsibilities1. Call-by-Call Coaching & ExecutionTrack 100% of Service Technician appointments in real time.Check in with technicians at the start, midpoint, and close of each call.Provide live coaching on discovery, communication, call flow, and options presentation.Reinforce strict adherence to the Service MVP process and customer-first solutions.Serve as real-time support to help technicians stay focused, professional, and effective in the home.2. Service Performance Tracking & VisibilityMaintain the Call-by-Call Tracker with real-time updates.Log and monitor key data points including:Time onsiteOptions presentedEstimated vs. sold revenueJob outcome and next stepsDeliver daily and weekly performance summaries to the Service Manager and COO.Ensure performance data is accurate, visible, and actionable—not reactive.3. Accountability & Continuous ImprovementIdentify performance trends such as:Low option countsExcessive time onsiteMissed opportunities or weak conversionsCoach Service Technicians directly to improve consistency, confidence, and professionalism.Partner with the Service Manager to develop and execute Performance Improvement Plans (PIPs) when necessary.Reinforce expectations daily—this role owns execution and follow-through.4. Cross-Department CollaborationCoordinate with the Call Center to improve dispatch timing and job setup.Communicate with Dispatch, Install, and Parts teams to ensure clean hand-offs and customer clarity.Share wins, coaching insights, and lessons learned in daily huddles and weekly reviews.Act as a connective leader protecting the full customer experience from booking to job completion.Key Performance Indicators (KPIs)100% call coverage for all Service Technician appointmentsClose rate by technician and department averageAverage number of options presented per callAverage time onsite per service appointmentWeekly sold revenue per Service TechnicianPerformance improvement tied directly to coaching activityReporting StructureReports to: Service ManagerWorks closely with: COO, Call Center Leadership, Dispatch, Install, and Parts teamsCultural AlignmentThis role lives our Drive / Integrity / Impact values:Drive – Takes ownership of every call and pushes for better outcomes.Integrity – Coaches with honesty, clean data, and clear expectations.Impact – Converts real-time coaching into better service, revenue, and customer trust.Qualifications?Work Schedule? Onsite?Compensation & BenefitsCompensation$60k AnnuallyPerformance-based incentives tied to service team results -BenefitsHealth, Dental, and Vision InsuranceLife & AD&D InsuranceLong-Term DisabilityFSA (Health & Dependent Care)Optional Accident, Hospital, and Critical Illness Coverage401(k) with generous 3% company matchPaid Time Off (PTO) & Paid HolidaysTraining stipends and career development supportAdvanced leadership coaching and growth planTeam events, community involvement, and a values-driven cultureJoin the Green TeamIf you believe great service doesn’t happen by accident—and that real-time coaching, standards, and accountability are how teams win—this role is for you.Apply today and help elevate our service department and customer experience across Colorado.Application Deadline: Application Deadline: The anticipated application deadline is November 6 2026. Cooper Heating & Cooling may extend the application deadline based on business needs and will update this posting if the deadline is extended.