What are the responsibilities and job description for the National Booking Center - CSR Supervisor position at NearU?
Position Summary
The Customer Support Specialist Supervisor will oversee a team of 9–16 customer support specialists within NearU’s National Booking Center. This role is responsible for leading day-to-day operations, coaching specialists, monitoring performance metrics, and ensuring excellent service delivery to our customers. The Supervisor plays a critical role in developing team capabilities and supporting the continued growth and success of the Booking Center.
Key Responsibilities
The Customer Support Specialist Supervisor will oversee a team of 9–16 customer support specialists within NearU’s National Booking Center. This role is responsible for leading day-to-day operations, coaching specialists, monitoring performance metrics, and ensuring excellent service delivery to our customers. The Supervisor plays a critical role in developing team capabilities and supporting the continued growth and success of the Booking Center.
Key Responsibilities
- Supervise a team of 9–16 Customer Support Specialists in a fast-paced, in-office environment.
- Model and reinforce professional standards including punctuality, politeness, professionalism, flexibility, problem-solving, and collaboration.
- Monitor and manage team performance against key metrics, including:
- Attendance
- Quality
- Unique inbound booking %
- Review call quality reports and deliver individualized quality coaching to improve specialist performance.
- Support call overflow and fill coverage gaps by actively taking calls when needed.
- Respond to escalated customer calls and complex service situations, ensuring timely resolution and identifying trends for process improvement opportunities.
- Conduct weekly coaching sessions with team members, providing actionable feedback and performance reviews.
- Document procedures, workflows, and best practices to share with the team and support future scaling efforts.
- Ensure schedule adherence and coordinate daily and weekly staffing adjustments.
- Complete administrative tasks and reporting as assigned by management.
- Manage team and improve team morale through contest, incentives.
- High school diploma or equivalent required.
- Minimum 2 years of experience in a customer service or call center environment.
- Minimum 1 year of experience leading, coaching, or supervising a team.
- Strong written and verbal communication skills.
- Experience in home services (HVAC, plumbing, electrical) is a plus.
- Experience with ServiceTitan software is a plus.
- Proficiency in Microsoft Office applications (Excel, Word, Outlook) preferred.
- Ability to thrive in a dynamic, team-oriented environment with a focus on service excellence.