HVAC Call Center Supervisor at Horne Hvac Charlotte in Charlotte, NC | From USD60,000 | Kablio
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HVAC Call Center Supervisor
Horne Hvac Charlotte
Horne HVAC Charlotte specializes in heating, ventilation, and air conditioning services.
Supervise HVAC call center, dispatch and service teams to meet performance goals.
12 days ago ago
$60,000
Experienced (8-12 years), Junior (1-3 years), Intermediate (4-7 years), Expert & Leadership (13+ years)
Full Time
Charlotte, NC
Field
Company Size
50 Employees
Service Specialisms
HVAC Services
Air Conditioning Services
Heating Services
Ductless Mini‑Splits Systems
Water Heater Repair & Installation
Air Quality
Electrical Services
Plumbing Services
+12 more
Sector Specialisms
Residential
Commercial
Role
Description
workflow optimization
process improvement
performance metrics
team training
team leadership
issue resolution
Collaborate across departments to streamline workflows and enhance service delivery.
Develop and implement process improvements to increase efficiency and customer satisfaction.
Monitor, track, and report on departmental performance metrics and KPIs.
Train new hires and provide ongoing coaching to improve skills, knowledge, and productivity.
Lead, motivate, and support the call center, dispatch, and customer service teams to meet and exceed performance goals.
Handle escalated customer issues with professionalism and empathy, ensuring timely resolution.
Foster a culture of accountability, teamwork, and continuous improvement.
Requirements
hvac
office365
servicetitan
leadership
communication
metrics
Demonstrated ability to track and deliver on departmental metrics.
Excellent communication and interpersonal skills with a passion for coaching and team development.
Supervisory/Management/Leadership experience, ideally overseeing teams of 5 or more.
HVAC or related industry experience.
Proficiency in Microsoft Office 365 (Teams, Excel, OneDrive).
Strong multitasking, organizational, and time-management skills.
Strong phone-based customer service experience.
Experience with ServiceTitan software (1+ years preferred).
Benefits
Ongoing training and career growth opportunities
401(k) with 3% full match and partial match on 4-5%
2+ weeks of accrued PTO in your first year
Fun company events and team-building activities
Year-round work stability
Performance bonus opportunities
Quarterly incentives tied to performance goals
Compensation: $60,000 base salary, depending on experience, plus additional earning potential
Medical, dental, vision, life, and supplemental benefits
5 paid holidays plus your birthday off
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
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Security clearance
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Company
Overview
30 Years
Experience in HVAC Solutions
Providing exceptional HVAC solutions with a focus on energy efficiency and superior customer service.
They specialize in both residential and commercial HVAC systems, offering installation, maintenance, and repair services.
The company has a reputation for its expertise in energy-efficient solutions and reliable customer service.
Over the years, has worked on a wide variety of projects, from new builds to complex system retrofits.
Known for its exceptional technical skill and attention to detail, has developed a loyal client base in the Charlotte area.
Their HVAC systems are designed to enhance comfort, energy efficiency, and indoor air quality, making them a go-to provider in the region.
Culture + Values
Emphasizes honesty, opportunity, recognition, and being neighborly.
Promotes empowerment and a common purpose to deliver with care.
Upholds a commitment to serving with empathy, urgency, and clarity.
Values stewardship of responsibilities, relationships, and resources as a sacred trust.
Aims to surpass needs and expectations with enthusiasm and dedication.
Fosters a sense of belonging, encouraging employees to stand out, share experiences, and contribute their strengths and ideas.
Environment + Sustainability
Partners with manufacturers whose systems meet or exceed ENERGY STAR® standards
Offers custom energy‑efficient HVAC solutions tailored to home/business specifics (layout, insulation, weather)
Ensures optimal performance through professional installation and ongoing maintenance
Provides upgrade and retrofit services to improve energy efficiency of older systems
Highlights reduced energy bills, lower greenhouse gas emissions, and extended equipment lifespan via efficiency focus
Inclusion & Diversity
Articles
Projects (Porch gallery)
Company profile & services (Porch)
Biz Spotlight (Charlotte Business Journal)
BBB Complaints & Reviews