Contact/ Call Center Lead

Job Description

Contact Center Lead – Take Charge in Sterling, VADrive the Front Lines of HVAC & Plumbing in Northern Virginia

At AllTech Services, the Contact Center is the nerve center of our operations — every customer call, every technician dispatch, every opportunity for service excellence runs through this team. We’re looking for a Contact Center Lead to help guide our customer service and dispatch operations, ensuring every interaction reflects our CARE values: Curiosity, Ambition, Responsibility, and Empathy.

This isn’t a back-office position — it’s a chance to make an impact every day by supporting your team, optimizing workflows, and leveraging technology to deliver exceptional service.

Your Role with CARE

Curiosity – Embrace Innovation

Use and champion emerging technologies — from advanced CRMs to AI-enhanced call and dispatch tools — to make processes smarter and faster.

Ambition – Set the Pace

Support the team in hitting and exceeding KPIs, coach reps to grow in their roles, and keep operations running at peak performance.

Responsibility – Own the Flow

Coordinate schedules, monitor calls, and keep dispatch operations moving smoothly across Northern Virginia and Loudoun County.

Empathy – Lead by Example

Build strong relationships with your team and ensure every customer feels heard, respected, and valued during every interaction.

What It Takes to Succeed

Experience in a contact center, dispatch, or customer service environment, ideally in HVAC, plumbing, or other trades.

Strong organizational skills and the ability to manage multiple priorities in a fast-paced setting.

Confidence in using modern technology such as CRM platforms, VoIP systems, and automation tools.

A proactive, solutions-focused mindset with the ability to support team members effectively.

A drive to grow your leadership skills and advance within the company.

What’s In It for You

Competitive pay with performance-based incentives.

Medical, dental, and vision insurance.

Disability and life insurance coverage.

401(k) with company match.

Paid time off, holidays, and sick leave.

Career development opportunities, including leadership training.

A family-driven culture that celebrates Curiosity, Ambition, Responsibility, and Empathy.

Step Up and Lead

Full-time