Teams at F.H. Furr

Diagnose, repair, maintain, install, replace, and upgrade residential HVAC systems. Conduct inspections and tune-ups, ensure compliance with applicable HVAC codes, explain replacement benefits to homeowners, and deliver excellent customer service. The role requires HVAC expertise, customer communication, multitasking, a valid HVAC certification, and a valid driver’s license.

Leads and develops contact center agents, manages coaching, performance, escalations, staffing, service levels, booking conversion, and customer experience. Oversees workforce coverage, reporting, routing configurations, payroll through ADP, compliance, and process improvements. Partners with dispatch, sales, field operations, and general management to improve customer retention, operational effectiveness, and service outcomes across plumbing, HVAC, and electrical service teams.

Qualify inbound leads, schedule appointments with decision-makers, maintain accurate CRM records, coordinate communication between customers and sales or service teams, conduct follow-ups through phone, text, and email, and meet performance KPIs including call volume, conversion rates, and follow-up efficiency.