Customer Service Supervisor

Kotz Heating, Cooling and Plumbing; Waterford Charter Township (MI); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Customer service

Coaching

Communication

Organization

Prioritization

Phone skills

Education

High school diploma or equivalent

Tools

ServiceTitan

Job description

Customer Service Supervisor | $60,000 salaried

Kotz Heating and Air | Waterford, MI

Voted #1 in Oakland County's Top Family-Owned Company

We are locally owned and operated, serving the residents of Oakland County, MI since 1929. Proudly serving Waterford, Clarkston, Birmingham, Royal Oak, Walled Lake, and the surrounding areas. We offer the highest quality the industry has to offer in heating, air conditioning, plumbing, indoor air quality, and water treatment services.

Overview:

This CSR Supervisor is a hands-on leader who works alongside the Customer Service Representatives team while supporting daily HVAC and plumbing service operations. This position combines customer call booking, administrative coordination, and employee guidance, and active working role – not a management only position. The supervisor is expected to contribute directly to customer service and office tasks while helping the team meet company standards.

Job Title: Customer Service Supervisor

Compensation: $60,000 Salary

Work Hours: 7:30am to 4:30pm

Work Schedule: Monday through Friday

Benefits:

• Medical 50% company paid for employee & dependents
• 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

What you will be doing:

• Oversee daily activities of the customer service department
• Supervising and motivating our team of customer service representatives, coordinators and dispatchers
• Answering incoming calls, identifying customer needs, and book HVAC, plumbing, maintenance , diagnostic and estimate appointments
• Maintain ServiceTitan customer records, scheduling details, and department documentation
• Prepare CSR performance reports, monitor booking results and other key performance Indicators (KPI's) and identity follow-up needs
• Resolve customer complaints and concerns
• Monitors or reviews calls or other correspondence between representatives and customers
• Coaching team members on booking skills, customer interactions, ServiceTitan procedures, and professional communication
• Focus on creating a positive customer experience
• Active part of the hiring process, onboarding, performance improvement and training
• Daily use of Service Titan, our cloud-based CRM

Qualifications / Skills

• Prior lead or supervisor experience required
• Customer service experienced in HVAC, plumbing, or home service experience preferred
• Ability to coach, supervise and train others
• Strong phone skills, organization, and attention to detail
• Ability to prioritize competing demands
• Excellent communication & follow-up skills
• ServiceTitan experience a plus
• High school Diploma or equivalent