CSR Supervisor

CSR Supervisor

FIRST CALL HEATING & COOLING OR LLC

Oregon City, OR Job Details Full-time $30 - $35 an hour 2 days ago Benefits Health savings account Health insurance Dental insurance Flexible spending account Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Customer communication Service scheduling Team scheduling Dispatching Task prioritization Technical Proficiency Full Job Description First Call Heating & Cooling has proudly served Portland and the surrounding areas for over 80 years, delivering expert HVAC service with a focus on quality, integrity, and customer satisfaction. We're also committed to sustainable practices, including recycling materials like metal and heating oil whenever possible. Benefits Company-paid medical, dental, and vision (employee coverage), group life insurance, voluntary insurance options, FSA/HSA, Employee Assistance Program, 401k with company match, tuition reimbursemen We are seeking a Customer Service Representative (CSR) Supervisor to lead and support our customer service and dispatch team. This role is responsible for coaching and developing CSRs, ensuring exceptional customer experiences, overseeing daily operations, and helping the service department achieve key performance goals. The ideal candidate is an organized, customer-focused leader who thrives in a fast-paced environment and enjoys developing team members while maintaining high standards of service. Responsibilities Supervise, train, and support CSR team members Monitor performance and provide monthly progress updates Ensure dispatch and scheduling goals are met Handle escalated customer complaints and service issues Oversee service batching, billing, and customer communication platforms Delegate tasks and assist with daily workflow management Review timecards and time-off requests with management approval Support technicians and maintain accurate customer records Qualifications 2+ years of customer service experience Scheduling and dispatching experience required Prior leadership experience preferred ServiceTitan experience preferred Strong communication, organization, and problem-solving skills Proficiency with Microsoft Office and technology platforms Ability to manage multiple priorities in a fast-paced environment