Customer Service Supervisor

Looking to build your career and design your future? You have come to the right place.

Summary

The Customer Service Supervisor is responsible for ensuring that builders’ and homeowners’ concerns are resolved promptly and that projects are completed to total satisfaction. This role provides leadership and guidance to the Customer Care team, oversees service operations, and ensures adherence to company standards, service-level agreements (SLAs), and standard operating procedures (SOPs). The Customer Care Supervisor is accountable for team performance, process improvement, and coordination across departments to drive service excellence and operational efficiency.

Essential Responsibilities

Customer Service & Issue Resolution

• Handle builder and homeowner requests as needed, ensuring timely, professional, and complete resolution.
• Initiate and/or oversee customer claims, managing the claims process in accordance with warranty procedures.
• Inspect and diagnose product and installation issues, ensuring accurate documentation and timely follow-up.
• Diffuse escalated situations and effectively communicate with homeowners and/or builders to resolve conflicts.
• Ensure a high level of professionalism and confidentiality in all customer interactions.

Operational Oversight & Coordination

• Manage scheduling for employee technicians and independent contractors to ensure timely execution of service appointments.
• Identify recurring production-related issues that lead to service items and work with the Customer Care Manager and Production Team to develop corrective measures.
• Coordinate with outside trades and partners to facilitate efficient repairs and service completion.
• Oversee the financial aspects of the department, including billing, cost analysis, and purchase order (PO) management.
• Ensure consistent adherence to warranty processes, including inspection requests, product procurement, repair scheduling, and claim closeout per the Warranty SOP.
• Work with internal departments to streamline operations, prevent service delays, and improve cross-functional communication.

Team Leadership & Training

• Provide guidance, direction, and support to Customer Care Associates to enhance team performance.
• Conduct regular team meetings to review performance metrics, discuss challenges, and communicate updates.
• Support the creation and implementation of technical training in collaboration with vendors to improve team knowledge and skill.
• Promote a positive, professional, and results-driven work environment focused on accountability and service quality.

Escalation & Continuous Improvement

• Act as the first point of escalation for complex or unresolved issues from front-line team members.
• Escalate appropriate issues to Customer Care Management for further resolution.
• Conduct root cause analyses for recurring issues and recommend improvements to reduce future occurrences.
• Collaborate with leadership to identify areas for operational and customer experience enhancement.

Education & Experience

Required

• High school diploma or GED required.
• Minimum 1 year of applicable experience in customer service, construction services, or a related field.

Preferred

• Bilingual (English/Spanish) communication skills.
• SAP knowledge and proficiency in Microsoft Office Suite (Excel, Word, Outlook).

Skills & Competencies

• Excellent written and verbal communication skills with a professional and customer-centric demeanor.
• Strong interpersonal skills to build and maintain professional relationships with builders, vendors, and co-workers.
• Ability to analyze and resolve customer or process issues quickly and effectively.
• Highly organized with strong time-management and multitasking abilities.
• Proficient in problem-solving and root cause analysis to identify process improvements.
• Demonstrated ability to adapt to changing priorities and lead by example in a fast-paced environment.
• Solid understanding of construction trades and how they integrate within the service process.
• Motivated by results and team success; promotes accountability and ownership within the team.

Job Competencies

• Proficiency in MS Office Suite and other standard business systems.
• Strong communication and leadership skills.
• Excellent organization and prioritization abilities in a high-volume, fast-paced environment.
• Commitment to team collaboration, accountability, and continuous improvement.

Pay range: $68-$70K plus benefits

If you like working with a growing close knit team and helping home owners design the home of their dreams, come build your career with us!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, individual with disabilities, veteran status, gender identity or national origin.