A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Carl's Fencing, Decking & Home Improvement Department:
Decking and Home Improvement Reports to:
Head of Decking & Home Improvement Operations Location:
Lakewood, NJ Type:
Full-time About the Role When a deck or home improvement job needs a repair or falls under warranty, that customer is already frustrated. What happens next decides whether they become a detractor or a reference. This is a new, dedicated position that owns Decking and Home Improvement warranty and repair cases from the moment they are created until the customer is satisfied and the record is closed. Our sales and call center teams create the case. Our Operations Manager assigns the crew and makes the final call on coverage. Everything in between and after is yours: chasing down materials and vendor warranty claims, getting the job routed and scheduled, pulling permits where they're required, keeping the customer informed at every step, and keeping NetSuite accurate as things change. Today this work is spread across several people and gets handled between other priorities. We are creating this role because it deserves an owner. You will be on the phone constantly — inbound from customers routed to you directly by our IVR, and outbound to keep customers ahead of their schedule rather than chasing us for answers. You will also be the person our repair crews rely on to know where they are supposed to be, with what, and when. What You'll Own Case ownership Own every Decking and Home Improvement warranty and repair case from creation through resolution — you are the person accountable for it moving Coordinate materials with our materials lead, tracking what's needed, what's ordered, and what's actually arrived Manage vendor and manufacturer product warranty claims: file them, chase them, and keep the customer's expectations aligned with where the claim actually stands Support our Decking and Home Improvement estimator on pending material and vendor material warranties Route short-term labor issues back to the original install crew and confirm they were resolved, rather than letting them become new projects Answer inbound Decking and Home Improvement Repair Operations calls routed to you from our IVR Document every interaction in NetSuite so anyone picking up the account has the full history Scheduling and route planning Work the queue in
NetSuite:
a case sits at Awaiting Crew Assignment until the Operations Manager assigns a crew, at which point it becomes yours to route, schedule, and confirm Plan efficient routes for repair installs — sequence work geographically and by crew capability to cut drive time and raise first-visit completion Pull permits where the scope requires them and track approvals so they never become the reason a crew stands down Confirm materials, parts, and any required hardware are staged before the crew rolls — a repair visit that fails because something was missing is a repair visit we pay for twice Reschedule quickly and cleanly when weather, permits, inspections, or crew availability shift Keep the Awaiting Crew Assignment queue visible and honest — surface conflicts, gaps, and aging jobs early rather than after they become problems Customer communication Give customers a time window for every repair install and update them the moment it moves Proactively call with scheduling confirmations, day-before reminders, arrival windows, and delay notifications — before they have to ask Provide clear status updates to any customer who calls in asking where things stand Update NetSuite whenever install dates, job details, or project status change, so the record and the customer never disagree Close the loop after the work is complete and confirm the customer considers the issue resolved Crew coordination Serve as the daily point of contact for repair crews on where they're going, what the scope is, and what they need to bring Escalate issues that need a supervisor, a salesperson, or a decision from leadership rather than letting them sit Flag recurring failure patterns — the same defect, the same crew, the same product — so we can fix causes instead of symptoms What Success Looks Like Cases move from creation to a confirmed appointment within a defined window, consistently Customers hear from us before they call us First-visit completion rate climbs because jobs arrive prepared, permitted, and with the right materials Vendor warranty claims get filed and chased rather than sitting open Open repair items stop showing up as surprises on receivables calls Nothing sits in limbo — every open case has a next step, a date, and an owner What You Bring Required Experience in the home improvement, construction, or residential trades space — you understand how a job actually gets built and what goes wrong Hands-on experience with NetSuite or a comparable ERP (scheduling, work orders, case or service records) Comfort living on the phone: high inbound and outbound call volume, including customers who are unhappy when the call starts Confident, independent technology use — this role lives in software from the first call to the last, across our ERP, phone system, email, calendar, and a smartphone. We will train you on our systems; you should already be fluent with the tools themselves Strong organizational discipline — you can hold dozens of open items and let none of them drop Clear written and verbal communication with customers, crews, vendors, and internal teams Preferred Decking-specific experience (composite and wood systems, common failure modes, manufacturer warranty processes) Experience filing and following through on manufacturer or vendor warranty claims Prior scheduling, dispatch, or route planning experience in a field services environment Familiarity with residential permitting and inspection processes Experience with RingCentral or a similar business phone/IVR platform Who Thrives Here The person who does well in this seat is unusually organized, hard to rattle, and takes personal ownership of loose ends. You are direct with crews and patient with customers. You are comfortable holding a firm line on a decision you did not make and cannot yet explain — "I don't know yet, here's how we'll find out, here's when I'll call you back" — and then actually calling back. You would rather make the uncomfortable call today than let a small problem turn into a bad review, a rework visit, or a letter from an attorney. Our Interview Process Every candidate for this role completes a short, hands-on practical exercise on-site. It is not a test of our software — it is a check that the day-to-day tools of the job are second nature. You will be asked to do things like locate a customer record in a system you have not seen before, draft and send an email, add and adjust a calendar appointment, and look something up on a smartphone. It takes about fifteen minutes and we do it with every finalist. Compensation & Benefits Salary /
Income:
$22 - $28/hr
Benefits:
health, PTO, and retirement. Carl's Fencing, Decking & Home Improvement is an equal opportunity employer.
Pay:
$22.00 - $28.00 per hour
Benefits:
401(k) Dental insurance Health insurance Paid time off
