Customer Care Supervisor - Call Center and Dispatch

Hales AC•Madeira Beach, FL

7d•Onsite

About The Position

Hales AC, part of Right Away Home Services, is hiring a Customer Care Supervisor to lead the customer care team supporting three HVAC brands. Customer Care Representatives answer calls, book appointments, dispatch technicians, and make outbound sales follow-up calls. The supervisor hires and trains team members, coaches them on live calls, and is accountable for team results. The team includes both in-office and remote representatives, while the supervisor works on-site every day at the St. Petersburg or Boynton Beach office. The role offers playbooks, tools, targets, and support from a General Manager, with autonomy over execution. The supervisor is responsible for recruiting, screening, interviewing, onboarding, scheduling, training, coaching, and managing customer care representatives, dispatchers, and sales lead coordinators. They oversee daily dispatch operations, handle escalations, lead huddles and one-on-ones, monitor performance metrics, report results to the General Manager, and continuously improve scripts, workflows, and tools. Compensation is a $75,000 annual base salary plus a performance bonus tied to team results.

Requirements

At least 3 years of experience in phone-based customer service, call center, dispatch, or inside sales.
At least 2 years of experience supervising a team, including hiring, training, coaching, and holding people accountable to metrics.
Working knowledge of Microsoft 365 and CRM, dispatch, or cloud phone systems.
Able to work full-time on-site in St. Petersburg or Boynton Beach, with flexibility for peak season and occasional evening or weekend coverage.
Self-accountability, initiative, target orientation, comfort with technology, and the ability to remain steady under pressure while being firm and warm.

Nice To Haves

HVAC or home services experience.
Experience with field service software such as ServiceTitan, Housecall Pro, or Successware.
Sales training.
Experience managing remote staff.
Bilingual English and Spanish.

Responsibilities

Recruit, screen, and interview customer care representatives, dispatchers, and sales lead coordinators; maintain a bench of qualified candidates and run onboarding.
Train the team on booking scripts, objection handling, membership offers, dispatching methods, and outbound follow-up.
Conduct role-plays and score recorded calls.
Build schedules for in-office and remote representatives.
Review the dispatch board every morning and handle escalations.
Run daily huddles and weekly one-on-ones.
Own and improve team results for booking rate, contact capture, membership enrollments, speed to answer, call quality, customer reviews, and outbound sales leads set.
Report results to the General Manager and improve scripts, workflows, and tools.
Coach the team on live calls and hold team members accountable for results.