Customer Service Supervisor

HomeTown Services; Tulsa (OK); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

Disability insurance

Life and AD&D insurance

401(k) with match

HSA/FSAs

Incentive pay

Tool reimbursement

Travel assistance

Pet insurance

Job summary

HomeTown Services is seeking a Contact Center Supervisor to lead and develop a team of CSRs across a multi-location environment. You will coach, monitor performance, and drive adherence to service standards while partnering with leadership to meet organizational goals.

Success requires strong coaching, communication, and analytical skills to improve customer experience and team performance. This on-site role supports workforce needs and continuous development.

Qualifications

• Supervisory or leadership experience in a CS/contact center environment.
• Strong coaching, communication, and conflict-resolution skills.
• Ability to analyze performance metrics and drive results.
• Experience managing multiple priorities in a fast-paced environment.
• Strong organizational, problem-solving, and decision-making abilities.
• High level of professionalism, accountability, and emotional intelligence.

Responsibilities

• Lead, coach, and develop a team of CSRs.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
• Monitor call quality, productivity, attendance, schedule adherence, and service metrics.
• Provide real-time support and guidance to agents handling inquiries and escalations.
• Identify performance trends and implement action plans to improve results.
• Partner with leadership to drive employee engagement, accountability, and development.
• Assist with onboarding, training, and continuous development of team members.
• Support workforce management initiatives, staffing requirements, and operational goals.
• Collaborate with branch leadership to address customer service opportunities and challenges.
• Promote adherence to policies, procedures, and service standards.
• Foster a positive, team-oriented culture focused on customer experience and continuous improvement.

Skills

Leadership experience

Coaching

Communication

Metrics analysis

Prioritization

Tools

ServiceTitan CRM

RingCentral CCaaS

Job description

The Contact Center Supervisor is responsible for leading and developing a team of Customer Service Representatives (CSRs) within a fast-paced, multi-location contact center environment. This role focuses on driving performance, coaching team members, ensuring operational excellence, and delivering exceptional customer experiences. The supervisor serves as a key liaison between frontline agents, contact center leadership, and branch operations to ensure company goals, customer service standards, and operational objectives are achieved.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
• Monitor call quality, productivity, attendance, schedule adherence, and customer service metrics.
• Provide real-time support and guidance to agents handling customer inquiries and escalations.
• Identify performance trends and implement action plans to improve results.
• Partner with leadership to drive employee engagement, accountability, and professional development.
• Assist with onboarding, training, and continuous development of team members.
• Support workforce management initiatives, staffing requirements, and operational goals.
• Collaborate with branch leadership to address customer service opportunities and operational challenges.
• Promote adherence to company policies, procedures, and service standards.
• Foster a positive, team-oriented culture focused on customer experience and continuous improvement.

Required Qualifications

• Previous supervisory or leadership experience in a customer service, contact center, or related environment.
• Strong coaching, communication, and conflict-resolution skills.
• Ability to analyze performance metrics and drive measurable results.
• Experience managing multiple priorities in a fast-paced environment.
• Strong organizational, problem-solving, and decision-making abilities.
• High level of professionalism, accountability, and emotional intelligence.

Preferred Qualifications

• Experience supporting multi-location operations.
• Experience with ServiceTitan CRM and/or RingCentral Contact Center (CCaaS) platforms.
• Experience utilizing reporting and analytics to improve team performance.
• Home services industry experience (HVAC, Plumbing, Electrical, or related trades).

Success Measures

• Customer satisfaction and service quality performance.
• Team productivity, efficiency, and schedule adherence.
• Employee engagement, development, and retention.
• Coaching effectiveness and performance improvement outcomes.
• Achievement of departmental and organizational goals.

Benefits That Take Care of You and Your Family:

Your work builds our company. Our benefits build your future. We invest in your health, your financial security, and your success.

Health and wellness

• Medical coverage through Cigna: choose from three PPO plans or an HSA-eligible plan. Pharmacy coverage and virtual visits are included, so care is available when and where you need it.
• Dental coverage through Cigna: select from 3 plan options to fit your needs and budget.
• Vision coverage through Anthem Blue Cross Blue Shield.
• Supplemental health coverage: extra protection with Accident, Critical Illness and Hospital Indemnity plans.

Protection, paid for by us

• Long-term disability: covered at no cost to you.
• Basic life and AD&D insurance: also, at no cost to you.
• Want more protection? Add voluntary short-term disability or additional life and AD&D coverage with low weekly premiums.

Build your financial future

• 401(k) with employer match: we help you save for retirement.
• HSA and Flexible Spending Account options: use pre-tax dollars for health and family expenses.
• Incentive compensation: opportunities to earn more for your performance.
• Tool reimbursement program: we help cover the cost of the tools you need to do the job.

Extras that make a difference

• Travel assistance and pet insurance: because the things you care about matter to us too.