CSR Training Support Coach

Job Description

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

Full-time

Hybrid remote