Customer Service Supervisor

Customer Service Supervisor

Position is located in Westchester County

Looking to grow your career in a fast-paced customer service and operations role? Bruni & Campisi has an exciting opportunity for a Customer Service Supervisor (Scheduling & Dispatch)! We're seeking someone who is highly organized, detail-oriented, and thrives in a dynamic environment where communication, customer service, and coordination are key. In this role, you'll play a vital part in supporting our service operations by scheduling and dispatching technicians, managing daily service schedules, optimizing routes, communicating with customers and field teams, and helping ensure a seamless customer experience. Bruni & Campisi is known for innovation, excellence, and a strong commitment to both employees and customers. If you're eager to make an impact, support a high-performing team, and build a stable, rewarding career with a company that values your success, this is the opportunity for you!

Responsibilities:

• Coordinate Technician Scheduling: Partner with the Service Manager to optimize daily operations by coordinating technician assignments, routes, and transportation logistics.
• Manage Real-Time Schedules: Monitor technicians' start, departure, and completion times; adjust schedules throughout the day to maximize efficiency and productivity.
• Route Optimization: Maintain detailed routing matrices, including technician locations, skill sets, and equipment, to ensure the most qualified technician is assigned to each service call.
• Communicate with Field Technicians: Maintain consistent communication throughout the day to proactively identify and resolve issues related to routing, parts, or job timelines.
• Customer Service Support: Respond to customer inquiries, schedule requests, and service updates, ensuring clear and professional communication at all times.
• Maintain Workforce Availability: Track technician PTO, sick time, and weekend coverage to ensure adequate staffing levels and uninterrupted service operations.
• Forecast Workload: Plan and forecast service demand 23 days in advance, ensuring technicians are fully prepared for upcoming jobs and priorities are aligned.
• Follow-Up on Pending Work: Monitor open work orders, follow up on recommended services, and coordinate job completion timelines.
• Parts Coordination: Communicate with customers regarding parts availability and provide accurate updates on job status and delays.
• Problem Resolution: Anticipate scheduling conflicts, routing challenges, and customer needs, and implement quick, effective solutions to maintain operational flow.

Qualifications:

• Prior experience in dispatching, scheduling, or operations (HVAC or service industry preferred).
• Strong organizational skills: Ability to manage multiple schedules, priorities, and tasks with high attention to detail.
• Effective communication: Strong verbal and written communication skills to interact with technicians, customers, and leadership.
• Problem-solving skills: Ability to think critically, anticipate challenges, and make sound decisions under pressure.
• Technical proficiency: Experience with dispatching and scheduling software (e.g., ServiceTitan or similar platforms preferred).
• Team-oriented mindset: Collaborative approach to supporting technicians and maintaining efficient day-to-day operations.

What We Offer:

• Medical, dental, and vision insurance: Affordable, comprehensive coverage
• 401(K) with company match: Plan for your future with confidence
• Company-paid long-term disability & life insurance: Security and peace of mind
• Voluntary short-term disability & life insurance: Additional protection tailored to your needs
• Paid time off: Vacation, holidays, and sick time to support work-life balance

Join our team at Bruni & Campisi and become part of a company that values both its customers and employees. Apply today to start your career with a leading home services provider and be part of the Apex Service Partners network!

Bruni & Campisi may conduct a preemployment background check and drug test, subject to applicable law.

Bruni & Campisi is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.