At Airtron Heating & Air Conditioning, we help homeowners stay comfortable year-round with trusted heating, cooling, and HVAC solutions. For more than 40 years, we've built our reputation by showing up, doing quality work, and treating customers with honesty and respect. We're proud to be the neighbor people can count on—and we're looking for team members who share that same commitment to serving others and doing the job right.
At Airtron, we're looking for people who take pride in their work, care about their teammates, and are committed to delivering an exceptional experience for every customer. If that sounds like you, we'd love to have you on our team.
The HVAC Lead Coordinator is responsible for managing, organizing, and following up on residential HVAC sales leads and opportunities from the initial customer contact through scheduling and completion. This position serves as a key connection between customers, HVAC technicians, comfort advisors, installers, customer service representatives, warehouse personnel, and management.
The Lead Coordinator must be highly organized, responsive, customer-focused, and able to prioritize multiple opportunities while ensuring no sales lead or customer opportunity is lost.
Key Responsibilities
Lead Management
- Monitor and manage all incoming HVAC replacement and sales opportunities.
- Review leads generated by service technicians, customer service representatives, maintenance calls, and other sources.
- Ensure qualified leads are assigned to the appropriate comfort advisor or sales representative.
- Track each lead from creation through estimate, sale, installation, or lost opportunity.
- Follow up on open estimates and unsold opportunities.
- Identify opportunities that require additional customer follow-up.
- Maintain accurate lead status and notes in the company's systems.
Customer Communication
- Contact customers regarding HVAC replacement opportunities, estimates, scheduling, and follow-up.
- Provide professional and timely communication by phone, text, and email.
- Help answer customer questions and coordinate communication between the customer and sales team.
- Ensure customers receive a high level of service throughout the sales process.
- Escalate customer concerns or service issues to management when necessary.
Sales Support
- Assist comfort advisors and sales representatives with scheduling and customer information.
- Help ensure sales appointments are properly scheduled and confirmed.
- Verify that required information is complete before a sold job moves forward.
- Review sold jobs for accuracy and completeness.
- Help identify missing information, equipment, financing, pricing, or installation requirements.
- Communicate important job details to the appropriate departments.
Installation Coordination
- Assist with coordinating sold replacement jobs with the installation team.
- Ensure required paperwork and job information are completed before installation.
- Coordinate with warehouse personnel regarding equipment and material requirements when needed.
- Help identify potential installation issues before the job is dispatched.
- Communicate changes, special requirements, or customer expectations to the appropriate team members.
- Follow up on completed installations to ensure customer satisfaction and proper job closure.
Reporting & Performance Tracking
- Maintain accurate lead and sales tracking.
- Monitor lead conversion, estimate conversion, and replacement opportunities.
- Provide management with updates on open leads and pending opportunities.
- Track unsold estimates and establish appropriate follow-up schedules.
- Assist management in identifying trends, missed opportunities, and areas for improvement.
- Maintain accurate notes and documentation on every customer opportunity.
Performance Expectations
The HVAC Lead Coordinator is expected to:
- Respond to leads and customer opportunities promptly.
- Maintain accurate and complete records.
- Follow up consistently on open estimates.
- Prevent leads from becoming lost or forgotten.
- Communicate effectively with customers and internal departments.
- Maintain a professional and positive attitude.
- Work well in a fast-paced environment.
- Meet established company goals for lead follow-up and conversion support.
- Protect the customer's experience throughout the entire process.
- Take ownership of issues and see them through to resolution.
Qualifications
- Previous HVAC, home services, sales, dispatch, customer service, or coordination experience preferred.
- Strong organizational and time-management skills.
- Excellent verbal and written communication skills.
- Strong attention to detail.
- Ability to multitask and prioritize competing demands.
- Comfortable working with CRM, scheduling, and computer systems.
- Ability to work independently while also functioning effectively as part of a team.
- Professional and customer-focused demeanor.
- HVAC industry knowledge is preferred but not required.
Preferred Skills
- Residential HVAC industry experience.
- Sales lead management experience.
- CRM experience.
- Dispatch or scheduling experience.
- Experience working with technicians and sales teams.
- Understanding of HVAC equipment, replacement opportunities, and installation processes.
- Strong follow-up and closing-support skills.
Core Responsibilities
Every Lead. Every Customer. Every Follow-Up.
The Lead Coordinator plays a critical role in ensuring that every sales opportunity is properly handled and that every customer receives timely communication. The expectation is that no qualified lead is overlooked, no estimate is forgotten, and no customer is left wondering what happens next.
Success in This Position
Success will be measured by:
- Lead response time
- Lead follow-up completion
- Estimate follow-up
- Lead-to-estimate conversion
- Estimate-to-sale conversion support
- Accuracy of customer and job information
- Scheduling accuracy
- Customer satisfaction
- Communication with technicians, sales, CSR, warehouse, and management teams
- Ability to identify and recover missed sales opportunities
The Lead Coordinator is expected to take ownership of the lead from the moment it is received until it is sold, scheduled, completed, or properly closed out.
Airtron is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, sex, pregnancy, sexual orientation, age, religion, creed, national origin, gender identity, disability, military/veteran status, genetic information or any other categories protected by applicable law.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Airtron.
