National Booking Center - CSR Supervisor

NearU, and Affiliate Regional HVAC Branches•Charlotte, NC

3d•Onsite

About The Position

The Customer Support Specialist Supervisor will oversee a team of 9–16 customer support specialists within NearU’s National Booking Center. This role is responsible for leading day-to-day operations, coaching specialists, monitoring performance metrics, and ensuring excellent service delivery to our customers. The Supervisor plays a critical role in developing team capabilities and supporting the continued growth and success of the Booking Center.

Requirements

High school diploma or equivalent required.
Minimum 2 years of experience in a customer service or call center environment.
Minimum 1 year of experience leading, coaching, or supervising a team.
Strong written and verbal communication skills.
Ability to thrive in a dynamic, team-oriented environment with a focus on service excellence.

Nice To Haves

Experience in home services (HVAC, plumbing, electrical) is a plus.
Experience with ServiceTitan software is a plus.
Proficiency in Microsoft Office applications (Excel, Word, Outlook) preferred.

Responsibilities

Supervise a team of 9–16 Customer Support Specialists in a fast-paced, in-office environment.
Model and reinforce professional standards including punctuality, politeness, professionalism, flexibility, problem-solving, and collaboration.
Monitor and manage team performance against key metrics, including: Attendance Quality Unique inbound booking %
Review call quality reports and deliver individualized quality coaching to improve specialist performance.
Support call overflow and fill coverage gaps by actively taking calls when needed.
Respond to escalated customer calls and complex service situations, ensuring timely resolution and identifying trends for process improvement opportunities.
Conduct weekly coaching sessions with team members, providing actionable feedback and performance reviews.
Document procedures, workflows, and best practices to share with the team and support future scaling efforts.
Ensure schedule adherence and coordinate daily and weekly staffing adjustments.
Complete administrative tasks and reporting as assigned by management.
Manage team and improve team morale through contest, incentives.