CSR Supervisor (55253)

SEER GROUP • Oregon City, OR

8d • $30 - $35 • Onsite

About The Position

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. 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.

Requirements

• 2+ years of customer service experience
• Scheduling and dispatching experience required
• Strong communication, organization, and problem-solving skills
• Proficiency with Microsoft Office and technology platforms
• Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

• Prior leadership experience preferred
• ServiceTitan experience preferred

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

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 reimbursement

What This Job Offers

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