Corporate CSR Trainer

About the role

Southeast Mechanical is seeking an experienced, highly motivated Corporate CSR/DSR Trainer to lead, coach, and standardize Customer Service Representative (CSR) and Dispatcher Service Representative (DSR) operations across multiple entities throughout the Southeast. The successful candidate will travel regularly to each operating company, working alongside General Managers, CSR teams, DSR teams, and field leadership to implement best practices, improve operational performance, strengthen customer experience, and drive consistent execution across all locations.

At Southeast Mechanical, we believe exceptional customer experiences begin with exceptional leadership. This position offers the opportunity to shape the customer service culture across ten growing companies while working directly with executive leadership to build best-in-class HVAC operations.

Responsibilities

• Develop and maintain standardized CSR and DSR operating procedures across all Southeast Mechanical companies.
• Build consistency in scheduling, dispatching, technician support, and customer communication.
• Oversee Service Titan Dispatch Boards throughout the operating platform to ensure the prioritization of high-value revenue opportunities and that service boards remain productive and profitable throughout the day.
• Manage/Train towards maximizing customer call experience efficiently and effectively in accordance with SEM Operational Playbook procedures (to be provided).
• Provide continuous coaching and positive professional feedback for all CSR/DSR staff in an effort to improve call handling and overall customer experience.
• Regular travel throughout Southeast Mechanical platform geographic footprint to allow hands-on face-to-face engagement with employees and staff.

Requirements

• Extensive CSR and dispatch management experience.
• Strong Service Titan knowledge.
• Multi-location management experience preferred.
• Proven leadership and coaching ability.
• Strong organizational and communication skills.
• Excellent analytical and reporting skills.
• Ability to lead organizational change.
• Willingness to travel.
• HVAC Service Dispatch background preferred.
• A valid driver's license and clean driving record.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Disability insurance
• Paid time off
• Vision insurance
• Holiday pay