Divisional Lead Coordinator

Liberty Service Partners•Cape Girardeau, MO

5d•Onsite

About The Position

Divisional Lead Coordinator – HVAC Liberty Service Partners Location: Cape Girardeau, MO Schedule: Monday–Friday, 8:00 AM–5:00 PM or 9:00 AM–6:00 PM, with occasional evening and weekend support Be the First Connection Between Our Customers and Our Teams Liberty Service Partners is looking for an energetic, people-oriented Divisional Lead Coordinator to support HVAC businesses across our Wrench Division. In this role, you'll be the first point of contact for potential customers who have expressed interest in HVAC services. Your job is to connect with them quickly, understand what they need, provide an excellent customer experience, and help get them connected with the right local team by scheduling their appointment. This is a high-volume, phone-based customer service and lead coordination role. We're looking for someone who genuinely enjoys talking to people, is confident on the phone, takes ownership of follow-up, and understands the importance of making every lead count. You'll also be joining us at an exciting time. This position will be at the ground level of building out a divisional lead coordination function, creating an excellent opportunity for someone who wants to take ownership, help shape processes, and grow as the team expands.

Requirements

Previous experience in customer service, call center operations, telemarketing, appointment setting, lead coordination, or another phone-heavy customer-facing role
Previous lead coordination or appointment-setting experience is highly preferred
Experience with ServiceTitan is a major plus
HVAC, plumbing, electrical, or other residential home services experience is strongly preferred
Extremely comfortable and confident communicating with customers by phone
Warm, personable, and able to build rapport quickly
Strong customer service instincts with a proactive, results-oriented mindset
Self-starter who takes ownership and doesn't wait to be told when a customer needs follow-up
Persistent and comfortable making multiple follow-up attempts when needed
Highly organized and able to manage leads across multiple locations
Comfortable working in a fast-paced environment where responsiveness matters
Team-oriented, adaptable, and excited about helping build a new function

Nice To Haves

You're someone who loves talking to people and helping them get what they need.
When a new lead comes in, your instinct is to respond quickly.
When you don't reach someone the first time, you follow up.
When a customer isn't sure what they need, you're comfortable asking questions, explaining the next step, and making the process easy for them.
You understand that you aren't there to sell HVAC equipment over the phone — you're there to make sure every potential customer receives a great first experience and gets connected with the right team.
You're also excited by the opportunity to get in on the ground floor.
As this function grows, there is significant potential for this role to grow with it, including the opportunity to help develop processes and eventually support or lead a larger team.

Responsibilities

Connect with prospective customers who have expressed interest in HVAC services
Respond quickly and professionally to new inbound leads
Make outbound follow-up calls to customers who have not yet scheduled
Ask the right questions to understand each customer's needs and connect them with the appropriate service
Schedule appointments for HVAC locations across the Wrench Division
Provide a friendly, helpful, and professional experience during every customer interaction
Consistently follow up on open leads to ensure potential customers don't fall through the cracks
Manage a high volume of phone activity and customer interactions throughout the day
Accurately document lead activity, customer information, and appointment details
Coordinate with local teams to ensure appointments and customer needs are communicated appropriately
Track lead outcomes and help identify opportunities to improve response times, follow-up, and booking rates
Help establish processes and best practices as the divisional lead coordination team grows