Client Care Supervisor

Thermo Direct | Where Your Work Truly MattersLead with Care. Inspire Excellence. Make an Impact.At Thermo Direct, Care is more than a core value—it's how we serve our customers and support our team every day. As a family-owned and operated home services company, we're committed to creating exceptional experiences for both our customers and employees.We're seeking an experienced Client Care Supervisor to join our leadership team. Reporting directly to the Client Experience Manager, this role is responsible for leading and developing our Client Care Representatives while ensuring every customer interaction reflects our commitment to professionalism, compassion, and excellence.If you're a natural leader who thrives in a fast-paced environment and is passionate about coaching others while delivering world-class customer service, we'd love to meet you.Compensation and Benefits$50,000 – $63,000 annually (based on experience)Health InsuranceDental InsuranceVision InsuranceCompany-Paid Life InsuranceShort-Term Disability401(k) with Company MatchPaid VacationPaid Sick TimeFloating HolidaysSeven Paid Company HolidaysProfessional Development & Leadership TrainingAdvancement OpportunitiesEmployee Appreciation EventsSupportive, Family-Oriented CultureWhat You'll DoLead & Develop the TeamSupervise, coach, and mentor Client Care Representatives to achieve individual and team performance goalsConduct regular coaching sessions and performance evaluationsAssist with recruiting, onboarding, and training new team membersFoster a culture of accountability, teamwork, and continuous improvementLead by example with professionalism, positivity, and outstanding customer serviceDeliver an Exceptional Customer ExperienceEnsure every customer interaction is handled with empathy, urgency, and professionalismMonitor calls, messages, and customer interactions to maintain quality standardsResolve escalated customer concerns quickly and effectivelyPromote a customer-first mindset throughout the departmentHelp drive customer satisfaction, loyalty, and retentionDrive Operational ExcellenceOversee daily call volume, scheduling, and workload distributionEnsure appointments are booked accurately and efficientlyMonitor department performance metrics, including:Call conversion ratesBooking efficiencyResponse timesCustomer satisfaction scoresIdentify opportunities to improve processes and increase operational efficiencyCollaborate with leadership to support company goals and continuous improvement initiativesRequired QualificationsHigh School Diploma or GEDMinimum 5 years of customer service experience, preferably in a call center or high-volume customer service environmentPrevious leadership or supervisory experience preferredStrong coaching and team development skillsExcellent verbal and written communication abilitiesExceptional organizational and multitasking skillsStrong problem-solving and conflict resolution abilitiesProficiency with Microsoft Office SuiteAbility to work effectively in a fast-paced, deadline-driven environmentGeographic knowledge of the local service area and map-reading skills are a plusPreferred QualificationsExperience working in the HVAC, plumbing, or home services industryFamiliarity with customer service metrics and KPI reportingExperience using ServiceTitanWhy Thermo Direct?At Thermo Direct, our people make the difference. We invest in our team through leadership development, ongoing training, and opportunities for advancement. We believe that when we take care of our employees, they take exceptional care of our customers.If you're ready to lead a high-performing team and build a career with a company that truly values people, apply today and become part of the Thermo Direct family.Work Location: In person #J-18808-Ljbffr