HVAC Success Coach / QC

Plumbing Nerds•Naples, FL

15d

About The Position

HVAC Success Coach/Quality Control Plumbing, Cooling & Electrical Nerds a leading home service company focused on providing a 5-star customer service experience. We are all about staying ahead, embracing technology, and delivering top-notch service. Join our team of knowledge-hungry experts and unlock endless growth opportunities in our thriving company! Accountabilities The HVAC Success Coach/QC Role is unique to Plumbing, Cooling & Electrical Nerds. We believe that the right leader in this role will provide expertise, knowledge, ideas, and insight to help HVAC Service Technicians in the field become more successful. This is a proactive approach to provide the best possible customer experience for every Plumbing, Cooling & Electrical Nerds customer and requires that the applicant have strong motivational personality, the ability to monitor and support team performance through KPI's and great customer service skills. Roles of a HVAC Success Coach/QC position are foundational: Prepare: Help prepare for calls - mindset and previous options given Build options Closing: Help to overcome customer objections After Call Actions: Recap the call and give feedback. Customer satisfaction & Quality inspections (workmanship). Technician training in terms of workmanship, safety, code requirements and product. Work alongside the field team to not only evaluate but ensure completion of work in terms of training. Knowledgeable of all company policies, guarantees and core values.

Requirements

3+ years of total HVAC service experience.
Previous experience in training and implementing procedures.
Knowledge of Florida HVAC codes.
Computer competent (iPad/iPhone and Google products).
Strong written and verbal communication skills.
Outgoing personality that blends well with a fast paced and goal-driven environment.
Willing and able to accept and embrace constant change.
Strict adherence to company core values, mission statement, and goals.
Able to multitask, prioritize, and manage time efficiently.
Ability to encourage the HVAC Nerds team.

Nice To Haves

Nexstar Training and ServiceTitan experience a plus.

Responsibilities

Interact with an assigned group of field technicians on every call to ensure all steps of the service system are followed and all viable options are presented to the customer so they can make an informed decision.
Contribute to improved technician performance by assisting via phone and computer with customer interactions and presenting options.
Support the implementation of organizational changes, such as new technologies, procedures or strategies.
Help the service team adapt to changes and provide guidance during transitional periods.
Inspire & motivate your team to perform at their best.
Recognize and celebrate achievements & provide encouragement during challenging times.
Stay updated with industry trends, best practices, and new technologies related to plumbing services.
Continuously seek opportunities for improvement and implement innovative approaches to enhance the company's success and identify bottlenecks and inefficiencies.
Drive team processes through administrative duties such as scheduling, reporting numbers, etc.
Champion company culture.