The SEER Group is a dynamic organization dedicated to fostering growth and innovation across our brands. As a leading provider in the HVAC, Plumbing & Electrical industry, we operate over 40 brand locations across six states, committed to delivering exceptional service. Our mission is to elevate the customer experience and drive performance excellence through our dedicated teams.

Job Title: CSR Training Support Coach
Location: Remote/Hybrid (up to 50% travel - Must live in Washington, Oregon, Idaho or California)
Salary Range: $70,000 - $75,000 (DOE) + Performance Bonuses
Benefits: 401(k), Medical/Dental/Vision, Paid Time Off

We are seeking a dynamic and motivated CSR Training Support Coach to join our team. This performance-based position will be responsible for training and supporting Customer Service Representatives (CSRs) to help them meet or exceed established benchmarks and KPIs related to customer service and lead/booking conversions. The ideal candidate will possess a blend of exceptional customer service skills and training expertise, with a passion for empowering others to achieve their best. Additionally, this person will serve as a liaison between the brands, program lead, and the Senior Director of Training and Development, ensuring alignment and communication across teams.

Key Responsibilities:

• Deliver engaging one-on-one and group training sessions that equip CSRs with the skills needed to enhance customer experience and improve lead conversion/bookings.
• Train CSRs on effective communication techniques and call flow utilization to ensure professional and courteous interactions with customers.
• Guide CSRs in utilizing Service Titan or other cloud-based software platforms to accurately categorize and track in-bound opportunities.
• Monitor the progress of CSRs on a weekly basis, providing constructive feedback and ongoing support to ensure continuous improvement.
• Utilize Service Titan and additional data points to customize training content
• Evaluate training effectiveness through performance metrics and feedback, making necessary adjustments to training programs to meet evolving business needs.

#HVAC

Competencies Required:

• High-Quality Communication Skills:Ability to articulate ideas clearly and effectively in both verbal and written formats.
• Phone Skills:Demonstrated track record of exceptional customer service, including handling high call volume, adhering to a call flow, accurately collecting relevant customer data, resolving customer concerns or complaints, and targeted cross selling performance.
• Technical Proficiency:Experience with Service Titan or other cloud-based software platforms tailored for managing trade businesses, including dispatching, scheduling, marketing, reporting, and call booking.
• Customer-Centric Attitude:A genuine passion for delivering excellent customer service with an upbeat and friendly demeanor.
• Interpersonal Skills:Strong ability to empathize with customers, building rapport and trust to enhance the customer experience.
• Problem-Solving Abilities:Exceptional skills in addressing customer issues and finding effective solutions in a fast-paced environment.
• Organizational Skills:Highly organized with the capacity to manage multiple priorities and meet deadlines without compromising quality.
• Attention to Detail:Diligent in ensuring accurate and thorough documentation of customer interactions and training progress.
• Collaboration Skills:Ability to work effectively with diverse teams, fostering a collaborative environment to achieve shared goals.

Qualifications:

• Proven experience in customer service, preferably within the HVAC, Plumbing, or Electrical industries.
• Previous experience in a training or coaching role is highly desirable.
• Strong understanding of customer service metrics and KPIs.
• Willingness to travel up to 50% of the time for training sessions and team support.