Call Center Lead

Call Center Lead

We are the premier Home Service provider in the Kansas City area and have been for over 60 years. We recognize that our success comes from our talented team and strive to provide an environment with opportunities unparalleled in our industry. We hire the best, and now is your chance to join our growing team. We are seeking a motivated, customer-focused Call Center Lead to support our Customer Care team. This role combines hands-on customer support with team leadership responsibilities, helping drive performance, customer satisfaction, and operational excellence. Beginning pay is competitive and commensurate with experience. This position will assist with incoming customer calls, scheduling appointments, supporting technician dispatch operations, resolving escalated customer concerns, and coaching Customer Service Representatives (CSRs). The ideal candidate is a strong communicator, thrives in a fast-paced environment, and is passionate about delivering exceptional customer experiences.

This is an in-house role in Kansas City, Missouri. A hybrid-remote work schedule may be available after the training period is complete. Rotating weekend availability is required.

What We're Looking For:

• 25 years of call center experience, preferably in home services (HVAC, plumbing, electrical, utilities, or similar).
• Prior leadership experience such as team lead, shift lead, trainer, supervisor, or customer service management.
• Strong understanding of HVAC service workflows, including maintenance, repair, dispatching, replacement opportunities, and seasonal demand cycles.
• Experience handling escalated customer situations and coaching others through successful resolution.
• Familiarity with HVAC terminology, common system issues, maintenance agreements, service call types, and residential comfort solutions.
• Ability to navigate service scheduling software, CRM platforms, and call center technology.
• Understanding of key performance indicators (KPIs) such as call conversion, booking rate, response time, membership renewals, and customer satisfaction.
• Knowledge of dispatch coordination and technician routing practices is preferred.
• Proven ability to mentor, coach, and develop CSRs, especially during high-volume seasonal demand periods.
• Strong conflict-resolution skills and the ability to handle escalated customer concerns calmly and professionally.
• Ability to maintain team engagement, accountability, and morale during evenings, weekends, weather events, and peak seasons.
• Experience with real-time call monitoring, quality assurance reviews, feedback delivery, and performance improvement coaching.

Responsibilities:

• Support daily Customer Care operations while assisting with team leadership responsibilities.
• Monitor call quality, booking performance, and customer satisfaction metrics.
• Provide coaching, training, and ongoing feedback to Customer Service Representatives.
• Assist with escalated customer concerns and work toward positive resolutions.
• Help ensure efficient scheduling and dispatching of service technicians.
• Monitor staffing levels and assist with workload management during peak demand periods.
• Promote company memberships, maintenance agreements, and service offerings when appropriate.
• Maintain accurate customer records and service documentation.
• Foster a positive, customer-focused culture aligned with company values.
• Perform other duties as assigned.

Benefits:

• Health Coverage: Employer-paid medical, dental, and vision plan options
• Insurance: Life, AD&D, and long-term disability included; optional short-term and gap coverage
• Savings Accounts: FSA and HSA contribution options
• Retirement: 401(k) available upon hire with employer match; Traditional and Roth options

Time Off & Perks:

• Paid time off and holidays
• Paid parental leave

Growth and Training Opportunities:

• Tuition Reimbursement
• Ongoing training and professional development
• Leadership development opportunities

Requirements:

• High school diploma or equivalent required
• To be considered for employment, all candidates must successfully complete our screening process, which includes assessments, interviews, background checks, and drug screens.

A.B. May is an EEO

Posted Min Pay Rate USD $50,000.00/Yr.

Posted Max Pay Rate USD $52,000.00/Yr.