Fairfield, California | Full-Time |

In Office Pay:

$30-$35 per hour, depending on experience We are looking for an experienced, hands-on Call Center Supervisor to lead and support a busy customer service team handling incoming calls for approximately $30 million in annual sales. This person will keep the Call Center staffed, organized, and running smoothly while connecting the dots between our answering service, customers, technicians, local offices, and office software. We need a strong communicator who is highly organized, detail-oriented, calm under pressure, and excellent at follow-through. This is a working supervisor position—not a desk-only management role. The Supervisor will actively support the CSRs, assist with dispatching, manage communication through multiple email inboxes, and step in as the last line of coverage for incoming calls when needed. Key Responsibilities Create and manage schedules for Call Center staff Review and audit technician schedules created by managers in the local offices Confirm that all shifts and locations have proper coverage Communicate schedules, coverage changes, and important updates to the answering service Oversee the information and instructions provided to the answering service Connect the dots between the answering service, customers, technicians, local offices, and office software Ensure customer calls, messages, and service requests are accurately communicated and properly documented Provide daily direction, coaching, and support to Call Center staff Monitor call activity and step in to answer incoming calls when needed Serve as the last line of phone coverage during busy periods Assist with dispatching, particularly on weekends Coordinate communication between customers, technicians, dispatchers, managers, and the answering service Monitor and manage multiple shared email inboxes Help resolve customer concerns quickly and professionally Ensure calls, appointments, messages, and follow-up items are handled accurately Maintain strong customer service and communication standards Keep the team organized, accountable, and focused Identify coverage gaps, communication breakdowns, and opportunities to improve operations

Call Center Hours Monday-Friday:

8:00 a.m.-8:00 p.m.

Saturday-Sunday:

8:00 a.m.-5:00 p.m. Schedule flexibility is required, including some evening and weekend coverage based on the needs of the Call Center. What We're Looking For Previous call center, customer service, dispatching, or supervisory experience Strong leadership, scheduling, and coordination skills Excellent verbal and written communication Exceptional customer service and problem-solving abilities Highly organized and detail-oriented Strong follow-through and the ability to connect multiple moving pieces Comfortable managing multiple priorities, schedules, software systems, and email inboxes Confident communicating with customers, technicians, answering-service representatives, and managers Able to remain calm, professional, and decisive in a fast-paced environment Strong computer and typing skills Willing to be hands-on and help wherever needed Compensation, Benefits, and Work Location $30-$35 per hour, depending on experience Full-time, hourly position Benefits will be reviewed with the hiring manager during the interview process This position reports to our Fairfield, California office every workday This is not a remote or hybrid opportunity The right person will be a strong, dependable leader who communicates clearly, catches missing details, anticipates coverage needs, and makes sure our customers, technicians, Call Center staff, local offices, and answering service stay connected. We are an equal opportunity employer.

Pay:

$30.00 - $35.00 per hour

Benefits:

Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person