Customer Service Supervisor

Job DescriptionJob DescriptionCustomer Service Supervisor | $60,000 salaried Kotz Heating and Air | Waterford, MIVoted #1 in Oakland County's Top Family-Owned CompanyWe are locally owned and operated, serving the residents of Oakland County, MI since 1929. Proudly serving Waterford, Clarkston, Birmingham, Royal Oak, Walled Lake, and the surrounding areas. We offer the highest quality the industry has to offer in heating, air conditioning, plumbing, indoor air quality, and water treatment services.Overview: This CSR Supervisor is a hands-on leader who works alongside the Customer Service Representatives team while supporting daily HVAC and plumbing service operations. This position combines customer call booking, administrative coordination, and employee guidance, and active working role – not a management only position. The supervisor is expected to contribute directly to customer service and office tasks while helping the team meet company standards.Job Title: Customer Service SupervisorCompensation: $60,000 SalaryWork Hours: 7:30am to 4:30pmWork Schedule: Monday through FridayBenefits:Medical 50% company paid for employee & dependentsDental insuranceVision insuranceLife Insurance policy company paid401K with match6 Paid Holidays9 days paid time off accruedBereavement payOn-site fitness center with beveragesOther company insurance benefitsWhat you will be doing: Oversee daily activities of the customer service departmentSupervising and motivating our team of customer service representatives, coordinators and dispatchersAnswering incoming calls, identifying customer needs, and book HVAC, plumbing, maintenance , diagnostic and estimate appointmentsMaintain ServiceTitan customer records, scheduling details, and department documentationPrepare CSR performance reports, monitor booking results and other key performance Indicators (KPI's) and identity follow-up needsResolve customer complaints and concernsMonitors or reviews calls or other correspondence between representatives and customersCoaching team members on booking skills, customer interactions, ServiceTitan procedures, and professional communicationFocus on creating a positive customer experienceActive part of the hiring process, onboarding, performance improvement and trainingDaily use of Service Titan, our cloud-based CRMQualifications / Skills Prior lead or supervisor experience requiredCustomer service experienced in HVAC, plumbing, or home service experience preferredAbility to coach, supervise and train othersStrong phone skills, organization, and attention to detailAbility to prioritize competing demandsExcellent communication & follow-up skillsServiceTitan experience a plusHigh school Diploma or equivalent