Customer Service Support Supervisor

U.S. Engineering•Westminster, CO

9d•$72,000 - $101,000

About The Position

Customer Service Support Supervisor The Customer Support Service Supervisor is responsible for the independent oversight of all dispatch operations within their assigned service team, territory, or region. Acting as the primary point of contact within the Service Coordination group, the Supervisor ensures seamless communication among customers, technicians, and management, while delivering timely and efficient customer service. This role serves as both a subject matter expert in Customer Support Services Team (CSST) processes and a trainer/mentor for Service Coordinators and administrative staff. With minimal direct oversight, the Supervisor exercises sound judgment and decision-making authority to resolve issues, enhance processes, and ensure adherence to service and company standards.

Requirements

High School Diploma or equivalent required; Associate or Bachelor’s degree preferred.
General courses in accounting preferred.
Minimum 4 years’ experience in a customer service-related role with exposure to operations or accounting administration.
Minimum 3 years’ experience as a Service Coordinator or Dispatcher.
Knowledge of commercial HVAC systems, equipment, and terminology required.
In-depth understanding of dispatch center operations, scheduling, and resource allocation.
Proficiency with service software systems and Microsoft Office Suite; knowledge of Access and accounting platforms preferred
Proven ability to work independently, make proactive decisions, and prioritize effectively in high-volume, fast-paced environments.
Strong leadership and mentoring skills with ability to foster collaboration within the team.
Excellent customer service and interpersonal skills; able to handle escalated issues with professionalism.
Exceptional organizational skills with attention to accuracy in scheduling, records, and customer information.
Strong problem-solving and analytical skills; ability to interpret data for improved decision-making.
Effective verbal and written communication skills with customers, staff, and management.
Demonstrated confidentiality and professionalism with sensitive topics (payroll, benefits, performance).
Commitment to professional growth and the development of new skills to support evolving operational and technological needs
Ability to adapt to changing circumstances, handle unexpected challenges, and remain composed under pressure.
Proficiency in operating computer systems, software, and communication devices required for dispatch operations, including data entry and handling various administrative tasks.
Capacity to analyze complex situations, identify patterns, and make informed decisions in a fast-paced and time-sensitive environment.
Capability to handle high-pressure situations, such as managing urgent service calls or resolving conflicts, while maintaining composure and professionalism.
Ability to quickly assess problems or issues, evaluate available options, and implement effective solutions to maintain service quality and customer satisfaction.
Skill to make sound judgments based on available information, company policies, and customer needs, ensuring the best outcomes for all parties involved.
Flexibility to adjust plans, schedules, and resource allocation in response to changing priorities, emergencies, or unforeseen circumstances.

Responsibilities

Serve as the direct line of support for Service Coordinators/Administrative Assistants within the region.
Monitor, train, and mentor Service Coordinators, ensuring clear understanding of processes, compliance, and performance expectations.
Conduct quarterly performance reviews and routine one-on-ones with assigned team members.
Support Operations Manager in maintaining appropriate staffing levels by communicating manpower needs.
Participate in performance management, coaching, and the evaluation process for service staff.
Collaborate with the Director of the Customer Service Support Team on team compensation, benefits, and feedback initiatives.
Utilize software platforms to review team and operational reports, track goal achievement, and identify opportunities for process and performance improvements.
Ensure accurate and compliant execution of customer portal management activities performed by the Senior Service Coordinator, providing oversight and guidance as needed. Serving as backup
Seek approval from management before enforcing exceptions to CSST policies or taking disciplinary action.
Manage all aspects of dispatch operations, including scheduling, prioritization, and technician assignments.
Maintain the service work order process—ensuring accurate client/job creation, scheduling, and tracking in the Dispatch Board.
Monitor ongoing service work assignments and technician locations through active communication.
Receive and process incoming customer service requests; make rapid decisions to route calls appropriately.
Act as point of escalation for complex service issues or customer concerns.
Utilize data and analytics to identify service trends and efficiency opportunities.
Manage weekly payroll and timekeeping for assigned technicians, acting as back up to the Service Coordinators as needed.
Provide backup support to Service Coordinators as needed.
Establish new work orders in the accounting system for both new and existing customers.
Partner with Project Managers, Account Managers, and Technicians to ensure timely work order completion and billing accuracy.
Ensure proper documentation and accuracy in all service-related information.
Partner with the Sales department by providing insights into service capabilities, scheduling considerations, and resource requirements to support customer proposals and service agreements.
Attend site walks for new service agreements; meet directly with customers to gather and verify accurate billing information, site details, and key contact information.
Collaborate with Sales to ensure smooth handoffs from the pre-sales process to active service delivery, helping establish realistic customer expectations and seamless onboarding.
Regularly evaluate customer support and operations processes; recommend enhancement opportunities to the department director.
Stay current with industry best practices, service software applications, and workflow optimization strategies.

Benefits

Team members are eligible for a year-end bonus based on company and/or individual performance as well as paid time off.
An industry-leading benefits package, including health, dental, and vision plans, matching retirement contributions, and matching 529 contributions all add to your bottom line.

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