Customer Service Call Center Supervisor

Position: Customer Service Call Center Supervisor

Reports To: Customer Satisfaction Manager

FLSA Status: Exempt 

Job Purpose Summary

The Customer Service Call Center Supervisor oversees the daily operations of Agren’s Service Call Center. This position supervises a team of Customer Service Representatives who handle all incoming customer communications related to appliance service and repair, including phone calls, emails, texts, and online submissions. The Supervisor ensures that each interaction is handled efficiently, accurately, and with professionalism. This role supports the Customer Satisfaction Manager by monitoring performance, providing coaching and guidance, and maintaining adherence to service policies and standards. The Customer Service Call Center Supervisor works closely with Dispatch, Parts, and Service Technicians to ensure clear communication and timely resolution of customer needs.

Key Responsibilities and Accountabilities

• Supervise and support the Customer Service team in handling customer inquiries, service scheduling, and warranty-related calls.
• Monitor daily call center operations, including response times, call volume, and overall team performance.
• Ensure representatives follow established procedures, scripts, and service standards for professionalism and accuracy.
• Handle escalated customer concerns and work with the Customer Satisfaction Manager to resolve complex issues.
• Assist in onboarding and training new Customer Service Representatives, reinforcing service policies and best practices.
• Conduct routine quality checks and performance feedback sessions with team members.
• Track and report call center metrics such as response time, abandonment rate, and customer satisfaction scores (CSAT) to the Customer Satisfaction Manager.
• Coordinate with Dispatch, Parts, and Service Technicians to ensure accurate scheduling and timely updates for customers.
• Support staffing schedules, approve time-off requests, and manage coverage to maintain responsiveness.
• Identify process or communication issues that affect service quality and suggest improvements to management.
• Collaborate with other departments, including Sales, Warehouse, and Delivery, when service issues involve recent installations or deliveries.

Skills and Competencies

• Strong leadership and team supervision skills.
• Excellent communication and interpersonal abilities with a customer-first mindset.
• Proficient in call center or CRM software and general office applications.
• Ability to multitask, prioritize, and maintain attention to detail in a fast-paced environment.
• Solid understanding of service scheduling, warranty processes, and appliance service operations.
• Skilled in handling escalated customer concerns with professionalism and empathy.
• Capable of monitoring team performance and identifying opportunities for improvement.

Qualifications

• 2–3 years of experience in a customer service or call center supervisory role.
• Experience in the appliance, HVAC, or home services industry preferred.
• Proven ability to manage day-to-day operations and support a team environment.
• Strong computer proficiency in Microsoft Office Suite and CRM systems.
• Demonstrated ability to maintain service quality and team performance standards.

Physical Requirements

• Must be able to remain in a stationary position approximately 50% of the time.
• Occasionally move about the office as needed.
• Constantly operates a computer and other office productivity equipment.
• May occasionally move office supplies or equipment weighing up to 15 lbs.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time.