What are the responsibilities and job description for the Customer Service Supervisor position at HomeTown Services?
Position Summary
The Contact Center Supervisor is responsible for leading and developing a team of Customer Service Representatives (CSRs) within a fast-paced, multi-location contact center environment. This role focuses on driving performance, coaching team members, ensuring operational excellence, and delivering exceptional customer experiences. The supervisor serves as a key liaison between frontline agents, contact center leadership, and branch operations to ensure company goals, customer service standards, and operational objectives are achieved.
Key Responsibilities
We invest in the whole you — your health, your family, and your future. Employees enjoy comprehensive medical coverage through Cigna with four plan options to fit every need and budget, including an HSA-eligible high-deductible plan and an FSA alongside dental and vision benefits with low weekly premiums. We protect your financial wellbeing with company-paid Basic Life and AD&D insurance, Basic Long-Term Disability at no cost to you, and optional Voluntary Short-Term Disability and additional life coverage. Planning for retirement is easy with our 401(k) plan, where we match 50% of your contributions up to the first 6%. Beyond the basics, you'll have access to supplemental health plans including Accident, Critical Illness, and Hospital Indemnity Insurance, plus disability resource services, travel and beneficiary support services, pet health insurance, and PerkSpot — an exclusive employee discount program. When you join us, you're not just getting a job — you're gaining a benefits package designed to support you at every stage of life.
The Contact Center Supervisor is responsible for leading and developing a team of Customer Service Representatives (CSRs) within a fast-paced, multi-location contact center environment. This role focuses on driving performance, coaching team members, ensuring operational excellence, and delivering exceptional customer experiences. The supervisor serves as a key liaison between frontline agents, contact center leadership, and branch operations to ensure company goals, customer service standards, and operational objectives are achieved.
Key Responsibilities
- Lead, coach, and develop a team of Customer Service Representatives.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
- Monitor call quality, productivity, attendance, schedule adherence, and customer service metrics.
- Provide real-time support and guidance to agents handling customer inquiries and escalations.
- Identify performance trends and implement action plans to improve results.
- Partner with leadership to drive employee engagement, accountability, and professional development.
- Assist with onboarding, training, and continuous development of team members.
- Support workforce management initiatives, staffing requirements, and operational goals.
- Collaborate with branch leadership to address customer service opportunities and operational challenges.
- Promote adherence to company policies, procedures, and service standards.
- Foster a positive, team-oriented culture focused on customer experience and continuous improvement.
- Previous supervisory or leadership experience in a customer service, contact center, or related environment.
- Strong coaching, communication, and conflict-resolution skills.
- Ability to analyze performance metrics and drive measurable results.
- Experience managing multiple priorities in a fast-paced environment.
- Strong organizational, problem-solving, and decision-making abilities.
- High level of professionalism, accountability, and emotional intelligence.
- Contact center leadership experience.
- Experience supporting multi-location operations.
- Experience with ServiceTitan CRM and/or RingCentral Contact Center (CCaaS) platforms.
- Experience utilizing reporting and analytics to improve team performance.
- Home services industry experience (HVAC, Plumbing, Electrical, or related trades).
- Customer satisfaction and service quality performance.
- Team productivity, efficiency, and schedule adherence.
- Employee engagement, development, and retention.
- Coaching effectiveness and performance improvement outcomes.
- Achievement of departmental and organizational goals.
We invest in the whole you — your health, your family, and your future. Employees enjoy comprehensive medical coverage through Cigna with four plan options to fit every need and budget, including an HSA-eligible high-deductible plan and an FSA alongside dental and vision benefits with low weekly premiums. We protect your financial wellbeing with company-paid Basic Life and AD&D insurance, Basic Long-Term Disability at no cost to you, and optional Voluntary Short-Term Disability and additional life coverage. Planning for retirement is easy with our 401(k) plan, where we match 50% of your contributions up to the first 6%. Beyond the basics, you'll have access to supplemental health plans including Accident, Critical Illness, and Hospital Indemnity Insurance, plus disability resource services, travel and beneficiary support services, pet health insurance, and PerkSpot — an exclusive employee discount program. When you join us, you're not just getting a job — you're gaining a benefits package designed to support you at every stage of life.