Key Responsibilities Team Leadership:

Recruit, hire, onboard, train, coach, and develop Customer Care Advisors. Conduct regular one-on-one coaching sessions and performance reviews. Create a culture focused on accountability, continuous improvement, and customer satisfaction. Review employee timecards and manage commission tracking for direct reports. Develop future leaders through coaching and performance management. Call Center Operations Oversee the day-to-day operations of the Customer Care department. Manage staffing schedules including weekdays, evenings, weekends, holidays, and vacation coverage. Ensure appropriate staffing levels to maximize lead response times and protect marketing investments. Monitor workflow efficiency and continuously improve operational processes. Sales & Performance Management Establish, monitor, and improve Key Performance Indicators (KPIs) including: Lead conversion rates Appointment booking rates Outbound call activity Contact rates Customer satisfaction Revenue generation Productivity metrics Create, analyze, and present performance reports to executive leadership. Develop outbound calling campaigns that increase sales opportunities and company revenue. Coach advisors on inside sales techniques to improve conversions and customer engagement. Customer Experience Ensure exceptional customer service throughout every customer interaction. Resolve escalated customer concerns professionally and efficiently. Monitor customer interactions through recorded calls to identify coaching opportunities and maintain quality standards. Ensure complete, accurate, and timely customer documentation within ServiceTitan. Operational Excellence Review the ServiceTitan dispatch board daily to maximize appointment capacity and technician efficiency. Monitor canceled and missed appointments to ensure timely rescheduling. Identify workflow improvements that increase operational efficiency. Collaborate with executive leadership on grassroots marketing initiatives including: Event marketing Community outreach Field canvassing Content development Required Previous Call Center, Customer Care, BDC, or Customer Intake management experience. Proven leadership experience managing customer service or inside sales teams. Experience coaching employees using performance metrics and KPIs. Strong understanding of sales funnels, conversion metrics, and customer lifecycle management. Experience using ServiceTitan. Experience working within the Nexstar Network methodology and coaching principles. Strong analytical skills with the ability to interpret reports and make data-driven decisions. Excellent verbal and written communication skills. Exceptional organizational and time management abilities. Ability to multitask while managing multiple priorities in a fast-paced environment. Experience leading both in-office and remote employees. Strong Microsoft Office and Google Workspace skills. Preferred Experience with the following platforms is highly preferred: Chiirp Broccoli Vonage ServiceTitan Reporting & Analytics Lead generation platforms CRM reporting tools Call tracking and quality assurance software Workforce management software What Makes You Successful Our ideal candidate is someone who: Loves developing and coaching people. Understands how to use KPIs to improve performance. Thrives in a fast-paced, high-growth environment. Can balance customer service with revenue generation. Makes decisions using data rather than assumptions. Builds positive team culture through accountability and recognition. Continuously looks for opportunities to improve systems, processes, and customer experience. Experience within the HVAC, plumbing, electrical, home services, or residential services industry is strongly preferred. Join us at Endless Energy to lead a dynamic team dedicated to delivering outstanding customer experiences! Your expertise will help shape our success as we continue to grow and innovate in the home energy solutions industry.

Pay:

$60,000.00 - $120,000.00 per year

Benefits:

401(k) Health insurance Paid time off Referral program Tuition reimbursement Vision insurance

Experience:

Service Titan:

1 year (Required)

Nexstar Network:

1 year (Preferred) Ability to

Commute:

Marlborough, MA 01752 (Required)

Work Location:

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