Call Center Supervisor

Apex Service Partners • Woodinville, WA

2d • Onsite

About The Position

Gene Johnson is seeking an onsite Call Center Supervisor to lead daily operations for the Seattle Market Area Call Center, supporting 13 or more Customer Service Representatives (CSRs) booking service calls across the Gene Johnson Family of Brands. Reporting to the Call Center Manager, the supervisor oversees CSR coaching, scheduling and coverage, quality assurance, and customer escalations. This hands-on leadership role focuses on improving booking performance, developing employees, and delivering a consistent customer experience. Success is measured by team performance, booking rates, call quality, and employee engagement. The supervisor also takes calls when queues are backed up and provides other hands-on support as needed.

This is an hourly, non-exempt, onsite position based in the Seattle market, with a Monday–Friday schedule. Weekend coverage is shared through a rotating Manager on Duty schedule with the Call Center Manager; weekend onsite work is not required.

Requirements

• At least 2 years of experience in call center, customer service, or dispatch operations.
• At least 1 year of experience leading, coaching, or training others.
• Experience coaching to performance metrics, including booking rates, call volume, and quality assurance.
• Ability to handle upset customers and de-escalate challenging situations.
• Strong Excel or Google Sheets skills.
• Clear, kind, and direct communication skills, both in person and through Microsoft Teams.
• Strong organizational skills and ability to manage competing priorities in a fast-paced environment.

Nice To Haves

• Experience with ServiceTitan and Five9.
• Home services experience in HVAC, plumbing, or electrical.
• Experience supporting multi-brand or multi-location call centers.
• Familiarity with ADP timekeeping and payroll processes.

Responsibilities

• Oversee daily call center operations, including queues, staffing, call volume, and service levels.
• Coordinate breaks and lunches to maintain phone coverage and comply with Washington meal and rest break requirements.
• Coach CSRs on live calls, booking performance, saving refused or cancelled calls, and securing high-value Priority calls.
• Monitor booking rates, call volume, and quality-assurance scores, providing regular feedback and coaching.
• Handle customer escalations and partner with local management to resolve concerns.
• Serve as the first point of contact for CSR questions, document answers, and keep call center resources current.
• Route dispatch disagreements to the General Manager and Call Center Manager.
• Assist with weekly CSR timecards in ADP, including missed punches, PTO, and meal breaks.
• Manage quality-assurance scoring, CSR incentive programs, and weekly performance initiatives.
• Lead rotating CSR meetings with trade managers and assist with onboarding and training new team members.
• Support call center projects, including outbound shoulder-season lists and ServiceTitan updates.
• Partner with the Call Center Manager to address team feedback and communicate improvements.
• Provide coverage for the Call Center Manager as needed and participate in the rotating weekend Manager on Duty schedule.
• Take calls when queues are backed up and provide hands-on support when needed.

Benefits

• Paid vacation plan.
• 401(k) retirement plan with company match.
• Medical, dental, and vision insurance for employees and eligible family members.
• Career growth opportunities.
• Employee referral bonuses.
• Life and disability insurance.
• Paid holidays.
• Paid time off (PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed