What are the responsibilities and job description for the Customer Care Supervisor - Call Center position at Doheny's, LLC?
Customer Care Supervisor – Call Center
Nationwide Family-Owned Swimming Pool Supply Company
Job Type: Full-Time
Who We Are
We are a nationwide, family-owned and operated swimming pool supply company built on trust, teamwork, and taking great care of our customers and each other. Our Customer Care team is the voice of our company, and we’re looking for a hands-on leader who takes pride in service, coaching, and continuous improvement.
Position Overview
The Customer Care Supervisor leads by example, helping drive customer satisfaction through thoughtful communication, process improvement, and team development. This role oversees customer interactions across the call center, resolves escalated concerns, and supports the training, coaching, and performance of both full-time and seasonal team members.
You’ll supervise and guide your team while collaborating with department leaders on daily operations and training, ensuring a smooth and positive experience for every customer.
What You’ll Do
- Lead, coach, and motivate Customer Care Representatives to meet customer satisfaction and sales goals
- Oversee timely responses to customer outreach, across various platforms
- Handle escalated customer concerns with care, professionalism, and sound judgment
- Create and maintain training materials that support service excellence and sales success
- Implement ongoing cross-training across all core call center functions
- Monitor productivity, quality, and workflow; recommend process improvements
- Provide daily performance updates and reporting to management
- Handle a high volume of inbound calls and provide real-time support to seasonal agents to maintain service levels
- Assist with special projects and shifting priorities as business needs evolve
What We’re Looking For
- Prior supervisory or lead experience in a call center or customer service environment
- A genuine passion for helping customers and supporting team members
- Strong communication, coaching, and problem-solving skills
- Experience managing escalated situations calmly and effectively
- Comfortable working in a fast-paced, seasonal business
- Flexible and dependable, with availability for on-call and overtime when needed
Why You’ll Love Working With Us
- Family-owned company with a collaborative, team-oriented work environment
- Leadership that values integrity, accountability, and professional growth
- Fast-paced environment where no two days are the same
- A role where your work directly impacts customer experience and team performance
Pay: $22.00 - $24.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
Work Location: In person
Salary : $22 - $24