Customer Service Supervisor

Description At Kalos Services, we know that exceptional customer service is the foundation of every successful customer relationship. As a family-owned company serving Florida for over 20 years, we've built our reputation on integrity, professionalism, and a commitment to doing what's right. We're looking for a Customer Service Supervisor to lead, coach, and develop our Customer Service Representatives while helping drive operational excellence and an outstanding customer experience. Location: Clermont, FL (On-Site) Department: Residential Services ( HVAC, Electrical, Plumbing) Compensation: $26 - $29 hourly based on experience and qualifications. Schedule: Monday-Friday 8am-5pm Position Summary This is a hands-on leadership role responsible for overseeing the daily operations of the CSR team. You'll ensure calls are handled professionally, schedules are coordinated efficiently, customer concerns are resolved promptly, and your team has the support and coaching needed to succeed. You'll also work closely with department leadership to improve processes, identify opportunities for growth, and help create a culture centered around teamwork, accountability, and continuous improvement. Responsibilities Supervise the daily activities of the Customer Service Representative team. Coach, mentor, and develop team members through regular feedback and performance discussions. Monitor call quality, response times, scheduling accuracy, and customer satisfaction metrics. Assist with hiring, onboarding, and training new Customer Service Representatives. Handle escalated customer concerns professionally while ensuring positive resolutions. Partner with department managers to improve workflows, customer communication, and operational efficiency. Monitor staffing levels and assist with scheduling to ensure appropriate coverage. Maintain accurate customer records and communication within ServiceTitan and other company systems. Review team performance metrics and provide reporting and recommendations to leadership. Promote a positive, collaborative work environment that reflects the Kalos Services culture. Ensure company policies, procedures, and service standards are consistently followed. Requirements 4+ years of customer service experience, preferably in a residential home service (HVAC, Electrical, Plumbing). Strong leadership, coaching, and employee development skills. Excellent verbal and written communication abilities. Proven ability to resolve customer concerns with professionalism and empathy. Strong organizational and time management skills. Experience using CRM or scheduling software; ServiceTitan experience preferred. Proficiency with Microsoft Office (Outlook, Excel, Teams, Word). High school diploma or GED required; additional education is a plus. Keys to Success Arrive on time and prepared to lead each day with a positive attitude. Foster a culture of accountability, teamwork, and continuous improvement. Listen actively to customers and employees while communicating clearly and professionally. Lead by example through integrity, professionalism, and a servant leadership mindset. Remain calm and solutions-focused during challenging customer situations. Coach employees consistently while recognizing opportunities for growth and development. Continuously seek ways to improve the customer experience and team performance. Why Kalos Services? At Kalos Services, we believe our people are our greatest asset. We invest in leadership development, professional growth, and creating an environment where employees enjoy coming to work every day. As a family-owned company, we value teamwork, integrity, and taking care of both our customers and each other. Benefits At Kalos, we believe in supporting our employees both at work and in life. That’s why we offer a comprehensive and affordable benefits package designed to meet your health, financial, and personal needs. Health Insurance $500 deductible with significant savings our employees pay 58% less for insurance than the average employer in Florida. Direct Primary Care membership for same-day or next-day appointments. $0 Copays for Primary Care visits, Diagnostic Medical Imaging, and Mail-Order Pharmacy (250+ brand/specialty medications). Access to a Care Concierge Team to help you navigate healthcare, schedule appointments and manage your medical bills. $0 copays for Mental Health Counseling. Dental Insurance Full coverage for preventive care. Vision Insurance $10 for exams and $25 for lenses. Additional Perks $10,000 in free life insurance for all employees, with options for additional life and accident insurance. Short-term and long-term disability coverage. 24/7 telemedicine access. Free cancer treatment with select providers. Free Employee Assistance Program (EAP) for personal support. For more details, visit kalosflorida.healthcare. Kalos is an Equal Opportunity Employer. We are committed to providing fair and equal employment opportunities to all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. We value diversity and inclusion across our teams and encourage individuals with disabilities to apply. If you require a reasonable accommodation during the application or interview process, please contact our HR team at View email address on click.appcast.io . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. #J-18808-Ljbffr