Customer Service Supervisor

SERVPRO Team Wall•Sparks Glencoe, MD

10d•$55,000 - $60,000•Onsite

About The Position

At SERVPRO Team Wall, we’re more than a restoration company; we’re a team that helps people recover, rebuild, and move forward when disaster strikes. Our success comes from dedicated, driven team members who value collaboration, excellence, and growth. We’re proud to create a workplace where your leadership, critical thinking, and passion for customer service make a lasting impact. The Intake & Customer Service Supervisor plays a key mentorship role in ensuring a seamless customer experience from the first call through project completion. This position requires mastery of the intake process, a sharp eye for detail, and the ability to support and guide Intake & Customer Service Coordinators while also stepping into leadership or field roles as needed. You’ll thrive in this position if you’re a natural problem solver, strong communicator, and coach who enjoys supporting others, improving systems, and keeping operations running smoothly in fast-paced environments. This is an excellent opportunity for someone looking to build a long-term career with a company that values teamwork, professional development, and leadership growth. This is an on-site position in our Hunt Valley/Sparks Glencoe, MD office.

Requirements

2+ years of experience in a Customer Service Supervisory role or an administrative, operations, or coordination role (preferably within service, logistics, or restoration industries).
Leadership or coaching experience with the ability to guide and develop team members.
Strong organizational, communication, and problem-solving skills.
High attention to detail with the ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office Suite and comfort learning new software systems
Ability to remain calm and professional under pressure and model a positive, team-first attitude.
Flexibility to assist with after-hours questions or support
Ability to travel off-site or act as back-up to the Intake Operations manager for potential extended periods

Responsibilities

Lead and support the Intake Team by modeling SERVPRO Team Wall’s standard operating procedures and ensuring excellence in communication, organization, and execution.
Oversee and audit intake processes to ensure accuracy and efficiency in job documentation, scheduling, and communication.
Assist with coaching and mentoring Intake Coordinators through collaborative one-on-one meetings, feedback sessions, and ongoing training opportunities.
Deliver exceptional customer service by clearly communicating expectations, gathering critical information, and ensuring customers feel heard and supported.
Support after-hours operations by providing guidance and leadership to remote team members when needed.
Conduct regular quality audits, review reports, and identify process improvements to enhance team performance.
Demonstrate flexibility and initiative by taking on additional responsibilities and learning opportunities to strengthen your leadership and industry knowledge.
Serve as the primary backup for the Intake Operations Manager, stepping into leadership or field roles as needed.