HVAC Market Growth Director — Parts Sales Leader

HTS•San Antonio, TX

About The Position

This role is responsible for coaching and developing team members, managing daily workflows, and ensuring service levels consistently meet business and customer expectations. The ideal candidate is a hands-on leader who thrives in a fast-paced environment, promotes team engagement, and is passionate about developing talent and continuous improvement.

Requirements

Bachelor’s degree or equivalent combination of education and relevant professional experience required.
Minimum of 5 years of related experience, preferably in customer service, operations, or team leadership environments.
Advanced customer service skills with the ability to effectively communicate, de-escalate issues, and negotiate successful resolutions.
Proven ability to train, coach, evaluate, and direct the work of team members.
Excellent written and verbal communication skills, including strong active listening abilities.
Strong analytical and problem-solving skills with the ability to think creatively and make sound decisions.
Results-oriented leader with the ability to manage performance expectations and address employee performance issues effectively and in a timely manner.
Basic understanding of industry practices, products, and customer support operations.

Nice To Haves

Familiarity with contact center operations and service performance metrics is a plus.

Responsibilities

Lead and support a team of Parts Specialists, driving performance, operational excellence, and an exceptional customer experience.
Provide day-to-day leadership, guidance, and support to the Parts Specialists team to achieve performance goals and deliver outstanding customer service.
Coach, mentor, and develop team members through ongoing feedback, training, and career development opportunities.
Conduct regular one-on-one meetings and side-by-side coaching sessions to support employee growth and performance improvement.
Monitor team workload and prioritize task assignments to ensure high service levels and customer satisfaction.
Assist with issue resolution, customer escalations, and complex support situations in a timely and professional manner.
Ensure compliance with company processes, procedures, and policies while promoting operational consistency and accuracy.
Foster a positive team culture by supporting employee engagement, morale, and departmental initiatives.
Identify opportunities for process improvements and recommend solutions that enhance efficiency and the overall customer experience.
Develop and empower team members to excel in their current roles while preparing them for future growth opportunities within the organization.