Service Supervisor

Overview Champion is seeking for a Service Supervisor The Service Supervisor is responsible for supporting and supervising local CSG agents while helping drive a strong customer experience, efficient service operations, and consistent follow-through on warranty and service needs. This role partners closely with the CSG Regional Supervisor and local division leadership to ensure customer concerns are handled timely, service schedules are optimized, warranty claims are managed properly, and account receivable/payment expectations are followed. The Service Supervisor should be a strong communicator, organized, customer-focused, and able to balance team support, technician scheduling, service resolution, and operational accountability. Construction or home improvement knowledge is preferred but not required. Why Champion? Highly competitive pay $55,000 - $60,000 per year Robust benefit package - full-time W-2 position, health, dental and disability insurance, flexible spending account, 401K, paid vacation, holidays and much more Culture focused - community involvement, employee incentives/rewards and much more Opportunity to grow in a national 60-year-old company who designs, builds, installs & guarantees it! Company provided truck, tools & gas card Responsibilities Team Supervision and Support Help supervise and support local CSG agents in day-to-day service and customer support operations. Provide coaching, guidance, and direction to ensure agents are following proper service processes. Assist with onboarding, continuous training, and development of local CSG team members. Reinforce expectations around customer communication, documentation, follow-up, and ownership. Partner with the CSG Regional Supervisor to identify training opportunities and performance gaps. Customer Service and Warranty Support Help drive exceptional customer service by ensuring customers are contacted timely, treated professionally, and provided clear next steps. Support customer service and warranty needs from initial request through resolution. Create new warranty claims and ensure all required information is documented accurately. Review customer concerns and help determine appropriate next steps based on warranty guidelines, service history, and company process. Ensure service cases are properly updated and managed through completion. Service Scheduling and Technician Optimization Help manage the service technician schedule to ensure full optimization of technician time, routing, and daily capacity. Work with local teams to prioritize urgent service needs, warranty issues, customer escalations, and open service cases. Monitor scheduled service appointments and help reduce delays, missed appointments, or inefficient routing. Partner with technicians, Installation Managers, and local leadership to ensure service work is completed timely and documented properly. Product Ordering and Service Coordination Order required product, parts, and materials needed to complete warranty or service work. Track ordered materials and follow up to ensure service is scheduled once product is available. Coordinate between CSG, production, service technicians, warehouse, and management to move service needs forward. Help ensure service and warranty work is completed accurately and in alignment with company standards. Account Receivable and Customer Payments Assist with account receivable collections related to service work, warranty requirements, trip charges, customer balances, and payment expectations. Communicate clearly with customers regarding payment requirements when applicable. Help collect customer payments and ensure payment documentation is accurate. Partner with leadership when customer payment concerns, disputes, or unresolved balances impact service work. Reporting and Process Accountability Monitor open service cases, warranty claims, technician schedules, and aging service items. Provide updates to the CSG Regional Supervisor regarding team performance, service trends, customer concerns, and process gaps. Help ensure CRM/service systems are updated accurately and timely. Support continuous improvement by identifying recurring issues, training needs, and opportunities to improve the customer experience. Qualifications Previous customer service, service coordination, scheduling, warranty, or operations experience preferred. Prior supervisory or team lead experience preferred. Construction, window, door, sunroom, or home improvement knowledge preferred but not required. Strong communication and follow-up skills. Ability to manage multiple priorities in a fast-paced environment. Strong problem-solving skills and attention to detail. Comfortable handling customer concerns, escalations, payments, and service-related issues. Ability to coach and support team members while maintaining accountability. Proficient with CRM systems, scheduling tools, email, and Microsoft Office preferred. Key Competencies Customer-focused mindset Strong follow-through and ownership Team leadership and coaching Clear communication Problem-solving Organization and time management Sense of urgency Process accountability Professionalism and empathy Success Measures Success in this role will be measured by: Improved customer communication and satisfaction Timely completion of service and warranty work Optimized technician scheduling and routing Accurate warranty claim creation and product ordering Strong account receivable/payment follow-up Reduced aging service cases Improved team knowledge, consistency, and accountability Strong partnership with the CSG Regional Supervisor and local leadership Champion Window is an Equal Employment Opportunity Employer If you need assistance with completing the online application due to a disability, please contact Champion Window. Today & Every Day, CHAMPION Thanks Our Veterans! Now Hiring and Honoring Veterans. Apply today to find your next challenging career. #INDP Also, we offer a competitive compensation package that includes medical/dental/vision/disability coverage, 401(k), flex spending account and more. #J-18808-Ljbffr