Lead Customer Service Representative

Education & Market Activation LeadHoffman & Hoffman - Charlotte, NCHoffman & Hoffman is one of the Southeast's leading commercial HVAC solutions providers. We run lean, flat, and decentralized. We reward initiative over tenure and results over process. We're obsessed with winning and with being the best partner our customers have ever worked with. We are 100% employee-owned, which means we are able to make decisions based on the best interest of our customers and our employee-owners.We're investing in the talent and capabilities that will define our next decade. This role is new. You will build it.This Role Is Built for a Specific Kind of PersonA strategist and a builder — you ship, then iterate. Polish comes later.Credible with technical people because you're curious, prepared, and direct.An AI user — daily, in production, not as an experiment. Using it as an accelerant.You believe B2B marketing doesn't create reputation — it reveals it. The job is to show the market what our people are already doing on Tuesday afternoons when nobody's watching.If your portfolio is visual design, this isn't the fit. If it's outcomes — programs built, audiences educated, sales cycles shortened — keep reading.How This Role Fits the TeamThis seat sits at the intersection of learning, events, and marketing. You'll partner with Product Management — who owns our manufacturer relationships and product content — and turn that work into programs that move our sales force and our customers.What You Will DriveLMS Administration & Learning OperationsInternal Training Strategy & Content DevelopmentExternal Training & Market EducationSocial Media PresenceWhat We're Looking ForRequired2+ years in training, instructional design, or B2B marketing in a technical environmentA track record of producing multi-format content — video, digital, print, interactive — without a big team behind youFluent daily use of AI content toolsStrong project management and stakeholder skillsProficiency with LMS platforms and Microsoft 365PreferredHVAC, mechanical, building products, or rep/distribution backgroundA blend of marketing and L&D — marketer who built training, or L&D pro with marketing instinctsCEU-eligible or accredited program developmentDesign tools (Canva, Adobe Express) and email platforms (Mailchimp, Constant Contact, HubSpot)Not the Right Fit If:You identify primarily as a designer or director — we are both thinkers and doersYou want remote work – we believe learning & collaboration happens best in personYour experience is classroom facilitation without content production and program designPosition RequirementsLocation: Charlotte, NC — in-office, full-time. Relationship-building happens in person.Travel: 4–5 days/month across our footprint — Charlotte, Greensboro, Raleigh, Richmond, Nashville, Atlanta. Plus, industry events and trade shows.Hoffman & Hoffman is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.