Service Supervisor

A Family of Brands•Cincinnati, OH

11d•Onsite

About The Position

Champion is seeking a Service Supervisor. The Service Supervisor is responsible for supporting and supervising local CSG agents while helping drive a strong customer experience, efficient service operations, and consistent follow-through on warranty and service needs. This role partners closely with the CSG Regional Supervisor and local division leadership to ensure customer concerns are handled timely, service schedules are optimized, warranty claims are managed properly, and account receivable/payment expectations are followed. The Service Supervisor should be a strong communicator, organized, customer-focused, and able to balance team support, technician scheduling, service resolution, and operational accountability. Construction or home improvement knowledge is preferred but not required.

Requirements

Previous customer service, service coordination, scheduling, warranty, or operations experience preferred.
Prior supervisory or team lead experience preferred.
Construction, window, door, sunroom, or home improvement knowledge preferred but not required.
Strong communication and follow-up skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving skills and attention to detail.
Comfortable handling customer concerns, escalations, payments, and service-related issues.
Ability to coach and support team members while maintaining accountability.
Proficient with CRM systems, scheduling tools, email, and Microsoft Office preferred.

Nice To Haves

Construction or home improvement knowledge is preferred but not required.

Responsibilities

Help supervise and support local CSG agents in day-to-day service and customer support operations.
Provide coaching, guidance, and direction to ensure agents are following proper service processes.
Assist with onboarding, continuous training, and development of local CSG team members.
Reinforce expectations around customer communication, documentation, follow-up, and ownership.
Partner with the CSG Regional Supervisor to identify training opportunities and performance gaps.
Help drive exceptional customer service by ensuring customers are contacted timely, treated professionally, and provided clear next steps.
Support customer service and warranty needs from initial request through resolution.
Create new warranty claims and ensure all required information is documented accurately.
Review customer concerns and help determine appropriate next steps based on warranty guidelines, service history, and company process.
Ensure service cases are properly updated and managed through completion.
Help manage the service technician schedule to ensure full optimization of technician time, routing, and daily capacity.
Work with local teams to prioritize urgent service needs, warranty issues, customer escalations, and open service cases.
Monitor scheduled service appointments and help reduce delays, missed appointments, or inefficient routing.
Partner with technicians, Installation Managers, and local leadership to ensure service work is completed timely and documented properly.
Order required product, parts, and materials needed to complete warranty or service work.
Track ordered materials and follow up to ensure service is scheduled once product is available.
Coordinate between CSG, production, service technicians, warehouse, and management to move service needs forward.
Help ensure service and warranty work is completed accurately and in alignment with company standards.
Assist with account receivable collections related to service work, warranty requirements, trip charges, customer balances, and payment expectations.
Communicate clearly with customers regarding payment requirements when applicable.
Help collect customer payments and ensure payment documentation is accurate.
Partner with leadership when customer payment concerns, disputes, or unresolved balances impact service work.
Monitor open service cases, warranty claims, technician schedules, and aging service items.
Provide updates to the CSG Regional Supervisor regarding team performance, service trends, customer concerns, and process gaps.
Help ensure CRM/service systems are updated accurately and timely.
Support continuous improvement by identifying recurring issues, training needs, and opportunities to improve the customer experience.