Onsite Call Center Supervisor - Seattle (Growth & Benefits)

Gene-Johnson-Heating,-Cooling,-Plumbing-Electrical; Woodinville (WA); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Paid Vacation Plan

401(k) Retirement Plan with company 
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Medical, Dental, and Vision Insurance

Career growth opportunities

Employee Referral Bonuses

Job summary

Gene Johnson is seeking an Onsite Call Center Supervisor for the Seattle market to lead a 13+ CSR team booking service calls across the Gene Johnson family. The role reports to the Call Center Manager and requires hands-on leadership to improve booking performance and customer experience.

The position is onsite, Monday–Friday, with rotating weekend MOD coverage. Requires 2+ years in call centers and 1+ year of leadership, plus proficiency with Excel/Sheets and tools like ServiceTitan and Five9.

Qualifications

• 2+ years in call center, customer service, or dispatch operations.
• 1+ year in leading, coaching, or training others.
• Experience coaching to performance metrics (booking rates, call volume, QA).
• Ability to handle upset customers and de-escalate situations.
• Strong Excel or Google Sheets skills.
• Clear, kind, and direct communication (in person and via Teams).
• Strong organizational skills and prioritization in a fast-paced environment.

Responsibilities

• Oversee daily call center operations, queues, staffing and service levels.
• Coordinate breaks to maintain coverage and compliance with WA meal/rest breaks.
• Coach CSRs on live calls, booking performance and high-value calls.
• Monitor QA scores and provide regular feedback and coaching.
• Handle customer escalations and partner with management to resolve concerns.
• Be first point of contact for CSR questions and maintain call center resources.

Skills

Call center leadership

Coaching

Performance metrics

De-escalation

Communication

Organizational skills

Team collaboration

Microsoft Teams

Tools

Excel/Sheets

ServiceTitan

Five9

ADP timekeeping

Job description

Gene Johnson is seeking an Onsite Call Center Supervisor for the Seattle market to lead a 13+ CSR team booking service calls across the Gene Johnson family. The role reports to the Call Center Manager and requires hands-on leadership to improve booking performance and customer experience.

The position is onsite, Monday–Friday, with rotating weekend MOD coverage. Requires 2+ years in call centers and 1+ year of leadership, plus proficiency with Excel/Sheets and tools like ServiceTitan and Five9.