Call Center Supervisor - Houston, TX

Job Description

Job Description

Overview

Location: 10515 Okanella Rd, Houston, TX 77041
Pay Range: $50,000–$60,000/annually
Schedule: (1:30pm-10:30pm CST, including weekends & some holidays)

REQUIRED: Call Center and/or Customer Service team lead or supervisor experience.

American Residential Services (ARS), the largest provider of residential HVAC, Plumbing, and Electrical services in the U.S., employs over 7,000 professionals nationwide. With 45+ years of experience, we proudly deliver top-quality service to customers every day.

• Insurance access after 31 days of employment

• Low-cost medical insurance (starting at ~$5/week)

• Dental and vision insurance options

• Health Savings Account (HSA) or Flexible Spending Account (FSA)

• 401(k) with company match

• Paid time off & holiday pay

• Company-paid life insurance

Responsibilities

The Houston Call Center is responsible for fielding service calls from potential customers across the country. For this full-time position, we are looking for an experienced call center customer service rep with team lead or supervisor experience to coordinate and supervise customer service functions to meet and exceed customer service expectations and support service operations. 

The Call Center Supervisor will:

• Supervise the customer service team, including hiring, training, scheduling, and performance evaluations

• Lead continuous improvement efforts by enhancing customer service systems and processes

• Perform call evaluations and coach team members for improvement

• Resolve customer complaints and price discrepancies to ensure satisfaction

• Coordinate with insurance carriers on damage claims

• Compose apology letters or issue credit certificates when needed

• Support service order processing, appointment scheduling, and dispatch communications

• Maintain warranty and maintenance contract records and submit warranty invoices

• Gather and report key customer service data to management

Qualifications

• 4–6 years of call center customer service experience (supervisory experience preferred)

• Strong computer skills, including Microsoft Office

• Excellent communication, interpersonal, and problem-solving abilities

• Ability to manage and motivate a team in a fast-paced service environment

Note: This posting outlines potential pay ranges and opportunities, which are not guaranteed and do not represent a formal offer. Additional compensation may be offered based on experience and will be outlined in an offer letter addendum. ARS is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status under applicable federal, state, or local laws. Privacy policy available upon request.