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This job listing expired over a month ago

Call Center Manager

John C. Flood, Inc. Alexandria, VA

Currently seeking an experienced HVAC Service Technician for a fast paced Heating, Air Conditioning, Plumbing and Electrical Service Company located in Northern Virginia. Individual must have an approachable personality and motivational skills, and possesses excellent skills in customer service for communicating with customers and co-workers. 

The Role

Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals.


  • Generate an inbound and outbound call schedule to boost sales.
  • Supervise and train staff on how to convert calls into booked service appointments.
  • Manage dispatch to ensure the right technicians are matched to every job.
  • Author and refine call scripts so they’re clear, compelling and result in more appointments.
  • Get potential customers excited about the company and encourage them to spread the word.
  • Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
  • Become an expert of your market, know the customer needs and how best to engage them. 
  • Monitor performance of staff, review recorded calls and advise them on how to promote sales.
  • Adhere to the company’s plan for resolving customer complaints quickly and favorably.
  • Formalize a coaching and training platform that’s cost effective and measurable.
  • Show employees how their individual contributions matter to the company’s success.
  • Coach employees on how to build trust and demonstrate empathy with customers.
  • Regularly present reports to senior leaders in an easy-to-understand format.
  • Ensure sufficient staffing to match the business demand and seasonal spikes.
  • Update Comfort Advisory Sales Plan daily.

Competencies for Success

Company offers great benefits

  • Paid Vacation
  • 3 Personal days
  • Health Insurance coverage with company participation
  • 401K plan offered after one year of employment
  • Long Term (LTD) and Short Term (STD) disability
  • Vision
  • Dental
  • Participation in Legal Shield
  • Nexstar Member
  • Year-end bonus
  • Paid weekly

Equal Opportunity Employer

No recruiters or staffing Agencies.

John C. Flood, Inc.


Alexandria, VA