E-Support & Sales Lead Coordinator

About the Role

We're a growing home service company in Lake Havasu City specializing in HVAC, Plumbing, and Electrical. We're hiring an E-Support & Sales Lead Coordinator to manage one of our most critical customer-facing roles. This position is responsible for being the voice of Air Control online, handling customer inquiries across multiple digital channels, and ensuring sales leads are booked efficiently and accurately. You'll keep our Project Managers' schedules organized and full, bridging the gap between the office and the field.

Responsibilities

• Serve as the primary point of contact for customers reaching us through email, chat, reviews, social media, and other digital channels, setting the tone for our company with every response.
• Handle customer questions, concerns, and complaints promptly and professionally, ranging from simple scheduling inquiries to de-escalating frustrated customers.
• Book and coordinate sales leads from marketing campaigns, technician referrals, and other sources, turning opportunities into scheduled appointments with speed and accuracy.
• Own and manage the sales calendar, keeping Project Managers' schedules organized, productive, and full while minimizing cancellations and lost opportunities.
• Prioritize incoming leads and tasks, ensuring high-value and urgent opportunities are addressed promptly.
• Follow up on appointments and leads, including sending reminders and checking back on quiet leads to maximize conversion.
• Act as a bridge between the office and the field, relaying accurate customer information to technicians and Project Managers and keeping customers informed of any changes.
• Maintain accurate and consistent records of customer information, lead details, and activity in our systems.
• Track and report HVAC sales-call booking and cancellation rates, delivering clear weekly reports to management for decision-making.
• Continuously learn about our business through ongoing training to better understand and prioritize customer needs.

Qualifications

• Ability to multitask effectively in a fast-paced environment, handling multiple digital channels and tasks simultaneously.
• Strong computer skills with the ability to quickly learn and adapt to new software and platforms.
• Comfortable operating across various platforms, including email, chat, social media, review sites, field service software, spreadsheets, and internal messaging.
• Excellent grammar, spelling, and professional writing skills to represent our company clearly and warmly.
• Self-starter mentality with the ability to take ownership, identify gaps, and proactively address issues.
• Highly organized and detail-oriented, ensuring accuracy in appointments, notes, and follow-ups.
• Strong communication skills, able to adjust tone for different audiences while maintaining professionalism.
• Ability to remain calm and composed under pressure during busy days or when handling upset customers.

Nice to Have

• Experience in customer service, sales support, dispatch, or a call center.
• Experience in the home services industry (HVAC, plumbing, electrical, or similar).
• Familiarity with ServiceTitan software.

Benefits

• Company-paid health insurance and short-term disability.
• Voluntary dental, vision, life insurance, supplemental life, and long-term disability.
• 401(k) plan with company match.
• Paid time off and paid holidays.
• Ongoing training and development opportunities.
• A family-oriented culture that supports one another, celebrates wins, and fosters fun.
• Opportunity to live and work in Lake Havasu City, enjoying boating, sunshine, and a strong community with no traffic.