Plumbing HVAC Call Center Supervisor

Fairfax, VA posted on April 26

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Be the Best at what you do and Lead others


Who We Are

John C. Flood has served this metro area for over 100 years. We constantly strive to provide excellent & reliable Plumbing, Air Conditioning, Heating, & Electrical services to the DMV area. Many of our customers have been part of the John C. Flood family for generations and it makes sense.

The Big Task

You will lead a staff of Customer Services Reps and Dispatchers who book and schedule service calls and do whatever is necessary to achieve department booked call and sales goals.

Key Sub Tasks

  • Lead and train staff on the best ways to convert calls into booked service appointments.
  • Manage dispatch to ensure the right technicians are matched to every job.
  • Author and refine call scripts so they’re clear, compelling and result in more appointments.
  • Become an expert of your market, know the customer needs and how best to engage them. 
  • Monitor performance of staff, review recorded calls and advise them on how to promote sales.
  • Formalize a coaching and training platform that’s cost effective and measurable.
  • Show employees how their individual contributions matter to the company’s success.
  • Ensure sufficient staffing to match the business demand and seasonal spikes.

Desired Skills and Experience

  • At least 5 years-experience within a service company environment, preferably in HVAC and/or Plumbing services.
  • Possess the ability to inspire both personal and professional growth in our team members.
  • Ability to provide unparalleled customer satisfaction.
  • Ability to drive team performance to achieve all business goals and objectives.
  • Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
  • Be proficient using a computer and Microsoft Office applications (Excel, Word & PowerPoint).

Company offers great benefits:

  1. Vacation 1 week to start
  2. 3 Personal days
  3. Health Insurance coverage with company participation
  4. 401K 100% match of the first 5% Vested from day one
  5. Long Term (LTD) and Short Term (STD) disability
  6. Vision
  7. Dental
  8. Dispatch from home
  9. Participation in Legal Shield
  10. NexStar Member
  11. Year-end bonus
  12. Paid weekly
  13. Company uniforms
  14. Continued education
  15. Monthly performance incentives


If you think you are the perfect candidate for this position, please submit your resume. PLEASE NO PHONE CALLS.


Equal Opportunity Employer