CSR Supervisor - HVAC & Plumbing Operations Lead

Kotz Heating, Cooling and Plumbing; Waterford Charter Township (MI); Vor Ort; USD 54.000 - 66.000; Vollzeit

Benefits dieser Stelle

Medical 50% company paid for employee

Dental insurance

Vision insurance

Life Insurance policy company paid

401K with match

6 Paid Holidays

9 days paid time off accrued

Bereavement pay

On-site fitness center with beverages

Other company insurance benefits

Zusammenfassung

Kotz Heating and Air is seeking a Customer Service Supervisor to lead the CS department in Waterford, MI. The role blends call booking, coordination, and coaching to maintain high service standards, with a hands-on leadership style.

The incumbent will manage daily operations, mentor staff, and ensure accurate ServiceTitan records while driving KPI performance and a superior customer experience.

Qualifikationen

• Experience supervising a customer service team in HVAC or home services.
• Proven coaching and training abilities.
• Strong communication and follow-up skills.
• Proficient with ServiceTitan and CRM systems.
• High school diploma or equivalent.

Aufgaben

• Oversee daily activities of the customer service department.
• Supervise and motivate CSRs, coordinators and dispatchers.
• Answer calls, identify needs, and book HVAC, plumbing, maintenance, diagnostic, and estimate appointments.
• Maintain ServiceTitan records and scheduling details.
• Prepare CSR performance reports and monitor KPI results.
• Resolve customer complaints and concerns.
• Coach team on booking skills and service procedures.
• Contribute to a positive customer experience.
• Participate in hiring, onboarding, training and performance improvement.
• Daily use of Service Titan CRM.

Kenntnisse

Team leadership

Customer service

Coaching

Communication

Organization

Prioritization

Phone skills

Ausbildung

High school diploma or equivalent

Tools

ServiceTitan

Jobbeschreibung

Kotz Heating and Air is seeking a Customer Service Supervisor to lead the CS department in Waterford, MI. The role blends call booking, coordination, and coaching to maintain high service standards, with a hands-on leadership style.

The incumbent will manage daily operations, mentor staff, and ensure accurate ServiceTitan records while driving KPI performance and a superior customer experience.