Shift Lead - Customer Experience Coach

Dilling Heating, Cooling, Plumbing & Electrical; Charlotte (NC); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Full benefits

Disability & Life Insurance

401k matching

Career development

Paid time off

Job summary

Dilling Heating, Cooling, Plumbing & Electrical is seeking a Contact Center Shift Lead to guide our customer experience team across home service brands. You will provide real-time coaching, scheduling oversight, and operational support to HVAC, plumbing, electrical and generator service departments.

You will lead from the front, manage shift coverage, monitor KPIs, coach agents, and ensure brand scripts and pricing are applied correctly.

Qualifications

• Experience leading a contact center team.
• Strong coaching and real-time troubleshooting skills.
• Ability to monitor queue activity and staffing in real time.

Responsibilities

• Manage real-time staffing during the shift — approve breaks, cover call gaps, and reassign agent duties as needed.
• Monitor adherence to schedule and ensure agents are logged in and on queue.
• Troubleshoot CRM/phone systems (e.g., ServiceTitan) or escalate to IT as needed.
• Lead shift huddles and provide coaching to improve performance.
• Ensure brand scripts, guarantees, and pricing are correctly applied when routing calls across brands.

Skills

Real-time coaching

Operations coordination

Leadership

KPIs tracking

Brand/script adherence

Cross-brand escalation

Tools

ServiceTitan

Call routing tools

Job description

Dilling Heating, Cooling, Plumbing & Electrical is seeking a Contact Center Shift Lead to guide our customer experience team across home service brands. You will provide real-time coaching, scheduling oversight, and operational support to HVAC, plumbing, electrical and generator service departments.

You will lead from the front, manage shift coverage, monitor KPIs, coach agents, and ensure brand scripts and pricing are applied correctly.