Job Summary The Call Center Supervisor is responsible for leading an inbound sales and customer service team that supports garage door sales, installation scheduling, service requests, and customer inquiries. Serving as a "Leader," this role provides day-to-day leadership, coaching, performance management, and operational oversight to Customer Service Representatives (CSRs). The supervisor ensures exceptional customer experiences while driving sales performance, maintaining service levels, and supporting continuous improvement. Key Responsibilities Supervise, coach, and develop a team of inbound Customer Service Representatives. Monitor daily call center operations to ensure service level agreements (SLAs), response times, and quality standards are consistently met. Conduct regular call monitoring, side-by-side coaching, and performance evaluations to improve sales effectiveness and customer satisfaction. Motivate and mentor team members through individual coaching sessions, team meetings, and recognition programs. Track and manage key performance indicators (KPIs), including conversion rates, average handle time, first-call resolution, customer satisfaction (CSAT), attendance, and productivity. Assist representatives with escalated customer concerns, installation issues, warranty questions, and service recovery. Coordinate with sales, installation, dispatch, and operations teams to ensure seamless communication and customer follow-through. Train new employees on company policies, products, systems, and customer service best practices. Ensure accurate documentation of customer interactions, appointments, and sales activities within CRM and call center systems. Identify workflow improvements and recommend process enhancements to increase efficiency and customer satisfaction. Prepare performance reports and communicate team results to management. Foster a positive, accountable, and customer-focused team environment. Qualifications 3-5 years of customer service or call center experience, with at least 1-2 years in a supervisory or team lead role. Experience leading an inbound sales or customer service team preferred. Strong coaching, leadership, and employee development skills. Proven ability to improve team performance through mentoring and performance management. Excellent communication, conflict resolution, and problem-solving abilities. Proficiency with CRM platforms, call center software, Microsoft Office, and reporting tools. Ability to manage multiple priorities in a fast-paced environment. High school diploma required; associate's or bachelor's degree preferred. Preferred Experience Home and commercial services, construction, garage door, HVAC, plumbing, or related service industry experience. Experience supporting installation scheduling, dispatch coordination, or field service operations. Knowledge of inbound sales techniques and customer retention strategies. Core Competencies Leadership & Team Development Customer Service Excellence Sales Coaching Performance Management Conflict Resolution Communication Skills Operational Planning Time Management Data Analysis & Reporting Collaboration & Accountability Success Measures Achievement of inbound sales conversion goals High customer satisfaction (CSAT) scores Strong first-call resolution rates Consistent quality assurance scores Improved employee engagement and retention Achievement of call center productivity and service level objectives Effective coaching resulting in measurable individual and team performance improvements

Pay:

$45,000.00 - $55,000.00 per year

Work Location:

In person