Customer Service Supervisor-Plumbing Company

ABOUT US

Citywide Plumbing Service is a trusted local plumbing service company dedicated to delivering fast, friendly, and reliable service to our customers. We're growing and looking for a motivated leader to supervise and develop our customer service team.

POSITION SUMMARY

The Customer Service Supervisor will oversee a team of five full-time customer service representatives, ensuring every customer interaction reflects our commitment to excellence. You will be responsible for day-to-day team management, training, quality assurance, and performance coaching.

KEY RESPONSIBILITIES

Supervise, mentor, and develop a team of 5 customer service reps Conduct onboarding and ongoing training on call handling, scheduling, and customer experience best practices Monitor calls and provide regular feedback and coaching Track team KPIs including call conversion rate, booking rate, and customer satisfaction Handle escalated customer issues and resolve complaints professionally Collaborate with dispatchers and field technicians to ensure seamless service delivery Assist in creating and updating call scripts, training materials, and SOPs Conduct regular one-on-ones and team meetings Report team performance metrics to management

QUALIFICATIONS 3-5

years of customer service experience, preferably in home services, plumbing, HVAC, or a related trade 1-2 years of supervisory or team lead experience Familiarity with field service software ServiceTitan or similar) a strong plus Excellent communication, coaching, and conflict resolution skills Highly organized with the ability to multitask in a fast-paced environment Positive, team-first attitude with a passion for developing others

Pay:

$80,000.00 - $110,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off

Work Location:

In person