What are the responsibilities and job description for the Customer Service /Dispatch Supervisor position at Vander Hyde Services?
Join Vander Hyde Mechanical as a Customer Service / Dispatch Supervisor!
Vander Hyde Mechanical has been proudly family-owned and operated in Grand Rapids for over 36 years. We've built a trusted reputation for exceptional service across electrical, HVAC, plumbing, and low-voltage systems - all driven by a team of experienced professionals. When you join Vander Hyde, you're part of a team that treats people right, celebrates hard work, and invests in your future.
The Customer Service Supervisor is responsible for overseeing the daily work of our CSRs and Dispatchers. This role ensures calls are answered promptly, service is scheduled efficiently, and customers receive an excellent experience from start to finish. The Supervisor also provides coaching, support, and training to the team while maintaining smooth day-to-day operations. In addition, this role collaborates with company leadership and field managers to keep the customer service department aligned with overall operational goals.
If you thrive in a fast-paced, problem-solving environment, love helping people, and enjoy keeping things organized and on track, this position may be the perfect fit.
Why Vander Hyde?
Schedule: Monday through Friday, 8:00am - 5:00pm, on-site
Pay: $24.00 - 30.00 hourly, based on experience
Key Responsibilities
Vander Hyde Mechanical has been proudly family-owned and operated in Grand Rapids for over 36 years. We've built a trusted reputation for exceptional service across electrical, HVAC, plumbing, and low-voltage systems - all driven by a team of experienced professionals. When you join Vander Hyde, you're part of a team that treats people right, celebrates hard work, and invests in your future.
The Customer Service Supervisor is responsible for overseeing the daily work of our CSRs and Dispatchers. This role ensures calls are answered promptly, service is scheduled efficiently, and customers receive an excellent experience from start to finish. The Supervisor also provides coaching, support, and training to the team while maintaining smooth day-to-day operations. In addition, this role collaborates with company leadership and field managers to keep the customer service department aligned with overall operational goals.
If you thrive in a fast-paced, problem-solving environment, love helping people, and enjoy keeping things organized and on track, this position may be the perfect fit.
Why Vander Hyde?
- Comprehensive Benefits: Our employees receive a free health insurance option, along with available coverage for dental and vision, and company-paid life insurance.
- Flexibility That Works for You: In addition to PTO, we offer unpaid time off - one of our most appreciated benefits
- Career Development: Ongoing training and advancement in a multi-trade environment
- Locally Owned, Family-Oriented: Over 36 years of success in West Michigan, built on trust, respect, and service
- Retirement Planning: 401(k) with a company match to help you build your future
Schedule: Monday through Friday, 8:00am - 5:00pm, on-site
Pay: $24.00 - 30.00 hourly, based on experience
Key Responsibilities
- Supervise the daily performance of CSR's and Dispatchers
- Provide coaching, mentoring, and training for team member development
- Monitor call handling, scheduling, and dispatching for accuracy and efficiency
- Ensure adherence to company policies, procedures, and service standards
- Handled escalated customer calls and resolve issues professionally
- Step in to assist with customer calls as needed, including escalations
- Assist with scheduling coverage and balance workload distribution
- Track and report on customer service performance, call volumes, and team metrics to leadership
- Collaborate with leadership and field managers to align customer service efforts with operational goals and ensure consist support for field technicians
- 1-2 years of management or supervisory experience is required
- 5 years of customer service experience is required
- Dispatching or high-volume call center experience
- Strong communication and interpersonal skills
- Ability to coach and support team members in a professional way
- Detail-oriented with strong organizational skills
- Calm, clear decision-making under pressure
- Team player who can balance empathy with accountability
Salary : $24 - $30