To have the best HVAC service representatives requires a coach, motivator, facilitator and leader who can drive results while fostering a customer first culture. It’s about leading by example, instilling a culture of genuine respect, understanding and collaboration. It’s showing empathy, providing memorable, positive and engaging customer support while ensuring our business needs and objectives are met in a timely manner.

Our exceptional Service Managers enable our Service Customer Experience Representatives to be exceptional Paraco brand ambassadors. You will build genuine connections with Paraco customers listening, anticipating needs and offering solutions. As an integral member of the Paraco family you will bring your positive work ethic to deliver a great customer experience engaging with customers, providing clear & concise information with goals of customer retention, reduced representative attrition, increased sales, optimal resource utilization, providing an outstanding customer experience.

Key responsibilities and essential job functions include, but are not limited to:

• Supervise and oversee the administrative HVAC Service Department employees, which includes but is not limited to, Billing, Customer Service, Dispatchers and Administrative support employees.
• Empowering our service teams so that they can provide effective 1st call resolution of product & service issues.
• Addressing escalated call issues while coaching, mentoring and educating our service team.
• Fostering a customer first culture through a positive and engaging work environment.
• Interviewing, on-boarding, training and coaching of new representatives building a collaborative team environment.
• Analyzing data related to all types of calls including escalations, drops/abandoned, complaints, service revenue etc.
• Assessing representative and center performance in collaboration with the CX Group management team ensuring targeted call handling objectives are achieved.
• Addressing opportunities for call handling, scheduling and billing improvements including providing insights, coaching, feedback, educational tips and suggestions to team members.
• Ensuring departmental and individual metrics are achieved for call-handling, scheduling and service billing

Desired Skills and Experience:

• Experience with HVAC Service Operations leadership with a passion for driving results.
• A willingness and availability to handle escalated calls and an ability to work overtime or additional hours and shifts as needed based upon business fluctuations.
• Root cause analysis skills focused on developing solutions to improve response times and service levels.
• Solid technology skills inclusive of CRM systems to review, manipulate and evaluate data and prepare reports.
• High school diploma or general education (GED).
• A strong work ethic with proven coaching / performance management skills evidencing a team-player mentality.
• Exceptional communication skills to speak effectively with residential, business and industrial customers, staff and other business colleagues.
• Ability to travel regionally when necessary.
• Bilingual speaking proficiency: Spanish/English (Preferred but not required)