Retail Lead Specialist

YES! Air Conditioning, Heating, Plumbing & Electric is seeking a Retail Lead Specialist to drive an exceptional customer experience in our residential home services environment. In this role, you'll be the primary in-office contact for homeowners, greeting customers, understanding their HVAC, plumbing, and electrical needs, and connecting them with the right services and maintenance solutions. You will support field technicians by coordinating schedules, updating work orders, and clearly communicating customer expectations. The Retail Lead Specialist tracks sales opportunities, prepares estimates, and follows up to close service and maintenance agreements while coaching front-line team members on scripts, systems, and customer-first best practices. You'll monitor key performance indicators such as conversion rates, average ticket size, and customer satisfaction, using CRM and POS systems to maintain accurate records. Working closely with operations and marketing, you'll help implement promotions, resolve escalated customer concerns with professionalism, and reinforce a culture of integrity, teamwork, and continuous technical and customer-service improvement.

Responsibilities

• Lead the retail customer service experience for residential HVAC, plumbing, and electrical services
• Greet homeowners, assess needs, and match them with appropriate YES! services and products
• Support field technicians by scheduling jobs, updating work orders, and communicating customer expectations
• Track sales opportunities, prepare estimates, and follow up to close service and maintenance agreements
• Train and coach front-line team members on scripts, systems, and customer-first best practices
• Monitor KPIs such as conversions, average ticket, and customer satisfaction scores
• Maintain accurate records in CRM and point-of-sale systems
• Coordinate with marketing on promotions and in-store campaigns
• Handle escalated customer concerns with professionalism and problem-solving
• Support a culture of safety, integrity, and continuous improvement

Required Skills

• Retail sales
• Customer service
• Upselling and cross-selling
• CRM software
• Scheduling and dispatch coordination
• Basic HVAC/plumbing/electrical service knowledge
• Point-of-sale (POS) systems
• Data entry and recordkeeping
• Team leadership and coaching
• Conflict resolution