Service Call-by-Call Coach

COOPER HEATING & COOLING INC•Broomfield, CO

7d•$60,000 - $60,000•Onsite

About The Position

The Service Call-by-Call Coach is a hands-on, real-time performance leader responsible for call-by-call execution, coaching, and accountability for our Service Technicians. Reporting directly to the Service Manager, this role ensures every service appointment follows the Service MVP process, complete options are consistently presented, and technicians are supported to deliver professional, high-quality service that drives revenue, trust, and long-term customer relationships. The Service Call-by-Call Coach actively manages live service calls, reinforces standards, removes friction in the field, and turns coaching into measurable improvements in performance, consistency, and customer experience.

Requirements

Drive – Takes ownership of every call and pushes for better outcomes.
Integrity – Coaches with honesty, clean data, and clear expectations.
Impact – Converts real-time coaching into better service, revenue, and customer trust.
100% call coverage for all Service Technician appointments
Close rate by technician and department average
Average number of options presented per call
Average time onsite per service appointment
Weekly sold revenue per Service Technician
Performance improvement tied directly to coaching activity

Nice To Haves

The anticipated application deadline is November 6 2026.

Responsibilities

Track 100% of Service Technician appointments in real time.
Check in with technicians at the start, midpoint, and close of each call.
Provide live coaching on discovery, communication, call flow, and options presentation.
Reinforce strict adherence to the Service MVP process and customer-first solutions.
Serve as real-time support to help technicians stay focused, professional, and effective in the home.
Maintain the Call-by-Call Tracker with real-time updates.
Log and monitor key data points including: Time onsite, Options presented, Estimated vs. sold revenue, Job outcome and next steps.
Deliver daily and weekly performance summaries to the Service Manager and COO.
Ensure performance data is accurate, visible, and actionable—not reactive.
Identify performance trends such as: Low option counts, Excessive time onsite, Missed opportunities or weak conversions.
Coach Service Technicians directly to improve consistency, confidence, and professionalism.
Partner with the Service Manager to develop and execute Performance Improvement Plans (PIPs) when necessary.
Reinforce expectations daily—this role owns execution and follow-through.
Coordinate with the Call Center to improve dispatch timing and job setup.
Communicate with Dispatch, Install, and Parts teams to ensure clean hand-offs and customer clarity.
Share wins, coaching insights, and lessons learned in daily huddles and weekly reviews.
Act as a connective leader protecting the full customer experience from booking to job completion.