Client Care Supervisor

Thermo Direct | Where Your Work Truly Matters

Lead with Care. Inspire Excellence. Make an Impact.

At Thermo Direct, Care is more than a core value—it's how we serve our customers and support our team every day. As a family-owned and operated home services company, we're committed to creating exceptional experiences for both our customers and employees.

We're seeking an experienced Client Care Supervisor to join our leadership team. Reporting directly to the Client Experience Manager, this role is responsible for leading and developing our Client Care Representatives while ensuring every customer interaction reflects our commitment to professionalism, compassion, and excellence.

If you're a natural leader who thrives in a fast-paced environment and is passionate about coaching others while delivering world-class customer service, we'd love to meet you.

Compensation and Benefits

• $50,000 – $63,000 annually (based on experience)
• Health Insurance
• Dental Insurance
• Vision Insurance
• Company-Paid Life Insurance
• Short-Term Disability
• 401(k) with Company Match
• Paid Vacation
• Paid Sick Time
• Floating Holidays
• Seven Paid Company Holidays
• Professional Development & Leadership Training
• Advancement Opportunities
• Employee Appreciation Events
• Supportive, Family-Oriented Culture

What You'll Do

Lead & Develop the Team

• Supervise, coach, and mentor Client Care Representatives to achieve individual and team performance goals
• Conduct regular coaching sessions and performance evaluations
• Assist with recruiting, onboarding, and training new team members
• Foster a culture of accountability, teamwork, and continuous improvement
• Lead by example with professionalism, positivity, and outstanding customer service

Deliver an Exceptional Customer Experience

• Ensure every customer interaction is handled with empathy, urgency, and professionalism
• Monitor calls, messages, and customer interactions to maintain quality standards
• Resolve escalated customer concerns quickly and effectively
• Promote a customer-first mindset throughout the department
• Help drive customer satisfaction, loyalty, and retention

Drive Operational Excellence

• Oversee daily call volume, scheduling, and workload distribution
• Ensure appointments are booked accurately and efficiently
• Monitor department performance metrics, including:
  • Call conversion rates
  • Booking efficiency
  • Response times
  • Customer satisfaction scores
• Identify opportunities to improve processes and increase operational efficiency
• Collaborate with leadership to support company goals and continuous improvement initiatives

Required Qualifications

• High School Diploma or GED
• Minimum 5 years of customer service experience, preferably in a call center or high-volume customer service environment
• Previous leadership or supervisory experience preferred
• Strong coaching and team development skills
• Excellent verbal and written communication abilities
• Exceptional organizational and multitasking skills
• Strong problem-solving and conflict resolution abilities
• Proficiency with Microsoft Office Suite
• Ability to work effectively in a fast-paced, deadline-driven environment
• Geographic knowledge of the local service area and map-reading skills are a plus

Preferred Qualifications

• Experience working in the HVAC, plumbing, or home services industry
• Familiarity with customer service metrics and KPI reporting
• Experience using ServiceTitan

Why Thermo Direct?

At Thermo Direct, our people make the difference. We invest in our team through leadership development, ongoing training, and opportunities for advancement. We believe that when we take care of our employees, they take exceptional care of our customers.

If you're ready to lead a high-performing team and build a career with a company that truly values people, apply today and become part of the Thermo Direct family.

Salary : $50,000 - $63,000