Customer Service Representative Supervisor

• →Daily Team Supervision: Supervise and support CSRs, ensuring phone coverage, productivity, attendance, and accountability.
• →ServiceTitan Management: Monitor calls, bookings, customer records, job details, and follow up activities for accuracy and completion.
• →Booking Performance: Track individual and team booking rates, identify missed opportunities, and coach CSRs to improve conversion.
• →Call Quality & Training: Review recorded calls, provide feedback, conduct training, and reinforce company procedures.
• →Scheduling & Dispatch Coordination: Coordinate with dispatchers to ensure accurate scheduling, complete job information, and clear customer expectations.
• →Customer Issue Resolution: Handle escalated concerns, resolve scheduling issues, and ensure timely follow through.
• →Team Accountability: Hold team meetings and individual coaching sessions, communicate expectations, and document improvement needs.
• →Process Improvement: Identify operational issues and improve consistent use of ServiceTitan and company procedures.

• You bring 3+ years of customer service experience, preferably in home services, skilled trades, or a related service based industry.
• Previous experience in a customer service leadership, supervisory, or team lead role preferred.
• Hands on ServiceTitan experience required, including call management, scheduling, customer records, and reporting.
• Ability to hold employees accountable while maintaining a supportive team environment.
• Highly organized and comfortable managing multiple priorities.
• Ability to work effectively with dispatchers, technicians, and leadership.
• High school diploma or equivalent required.

A successful Customer Service Supervisor keeps the team organized, phones answered, appointments booked correctly, and customer concerns resolved. They use ServiceTitan daily to identify problems, coach employees, improve booking performance, and ensure consistent results.

Performance will be evaluated against established key performance indicators (KPIs), including:

• Booking Performance: Helping the team meet established booking goals.
• Call Responsiveness: Maintaining strong answer rates and minimizing missed or abandoned calls.
• Call Quality: Supporting consistent service through call reviews and coaching.
• ServiceTitan Accuracy: Ensuring customer and job information is complete and accurate.
• Customer Follow-Up: Resolving open customer issues in a timely manner.
• Team Development: Providing regular coaching, feedback, and performance reviews.