Customer Service Support Supervisor

Description

• Regularly evaluate customer support and operations processes; recommend enhancement opportunities to the department director.
• Receive and process incoming customer service requests; make rapid decisions to route calls appropriately.
• Establish new work orders in the accounting system for both new and existing customers.
• Utilize data and analytics to identify service trends and efficiency opportunities.
• May require occasional bending, stooping, and lifting of files, light office equipment, etc.
• Manage weekly payroll and timekeeping for assigned technicians, acting as back up to the Service Coordinators as needed.
• Attend site walks for new service agreements; meet directly with customers to gather and verify accurate billing information, site details, and key contact information.
• Maintain the service work order process—ensuring accurate client/job creation, scheduling, and tracking in the Dispatch Board.
• Monitor, train, and mentor Service Coordinators, ensuring clear understanding of processes, compliance, and performance expectations.
• Ensure accurate and compliant execution of customer portal management activities performed by the Senior Service Coordinator, providing oversight and guidance as needed. Serving as backup
• Conduct quarterly performance reviews and routine one-on-ones with assigned team members.
• Seek approval from management before enforcing exceptions to CSST policies or taking disciplinary action.
• Monitor ongoing service work assignments and technician locations through active communication.
• Ensure proper documentation and accuracy in all service-related information.
• Partner with the Sales department by providing insights into service capabilities, scheduling considerations, and resource requirements to support customer proposals and service agreements.
• Provide backup support to Service Coordinators as needed.
• Collaborate with the Director of the Customer Service Support Team on team compensation, benefits, and feedback initiatives.
• Utilize software platforms to review team and operational reports, track goal achievement, and identify opportunities for process and performance improvements.
• Serve as the direct line of support for Service Coordinators/Administrative Assistants within the region.
• Manage all aspects of dispatch operations, including scheduling, prioritization, and technician assignments.
• Act as point of escalation for complex service issues or customer concerns.
• Partner with Project Managers, Account Managers, and Technicians to ensure timely work order completion and billing accuracy.
• Participate in performance management, coaching, and the evaluation process for service staff.
• Stay current with industry best practices, service software applications, and workflow optimization strategies.
• Collaborate with Sales to ensure smooth handoffs from the pre-sales process to active service delivery, helping establish realistic customer expectations and seamless onboarding.
• Support Operations Manager in maintaining appropriate staffing levels by communicating manpower needs.

Requirements

• Proficiency with service software systems and Microsoft Office Suite; knowledge of Access and accounting platforms preferred
• Excellent customer service and interpersonal skills; able to handle escalated issues with professionalism.
• Knowledge of commercial HVAC systems, equipment, and terminology required.
• Exceptional organizational skills with attention to accuracy in scheduling, records, and customer information.
• General courses in accounting preferred.
• Ability to quickly assess problems or issues, evaluate available options, and implement effective solutions to maintain service quality and customer satisfaction.
• In-depth understanding of dispatch center operations, scheduling, and resource allocation.
• Strong problem-solving and analytical skills; ability to interpret data for improved decision-making.
• Skill to make sound judgments based on available information, company policies, and customer needs, ensuring the best outcomes for all parties involved.
• Capacity to analyze complex situations, identify patterns, and make informed decisions in a fast-paced and time-sensitive environment.
• Proven ability to work independently, make proactive decisions, and prioritize effectively in high-volume, fast-paced environments.
• Capability to handle high-pressure situations, such as managing urgent service calls or resolving conflicts, while maintaining composure and professionalism.
• Demonstrated confidentiality and professionalism with sensitive topics (payroll, benefits, performance).
• This position is done in a typical office setting, mostly sitting at a desk. Frequent use of computer keyboard, monitor, and telephone. Some standing, bending, and lifting light files is required.
• Effective verbal and written communication skills with customers, staff, and management.
• Minimum 3 years’ experience as a Service Coordinator or Dispatcher.
• Strong leadership and mentoring skills with ability to foster collaboration within the team.
• Flexibility to adjust plans, schedules, and resource allocation in response to changing priorities, emergencies, or unforeseen circumstances.
• Proficiency in operating computer systems, software, and communication devices required for dispatch operations, including data entry and handling various administrative tasks.
• High School Diploma or equivalent required; Associate or Bachelor’s degree preferred.
• Ability to adapt to changing circumstances, handle unexpected challenges, and remain composed under pressure.
• Minimum 4 years’ experience in a customer service-related role with exposure to operations or accounting administration.

Benefits

• The range for this position has been established at $67,500k to $95,000k per year and is U.S. Engineering’s good faith and reasonable estimate at the time of the posting. The compensation offered to the finalist selected for this role will be based on a variety of factors, including but not limited to internal equity, experience, education, specialty, and training. Compensation for this role includes a base salary complemented by commission opportunities based on the Account Manager’s individual sales performance and attainment of sales targets
• Your total compensation will go beyond the number on your paycheck. Team members are eligible for a year-end bonus based on company and/or individual performance as well as paid time off. An industry-leading benefits package, including health, dental, and vision plans, matching retirement contributions, and matching 529 contributions all add to your bottom line.

Training + Development

Interview process

Visa Sponsorship

Security clearance