Customer Service Support Supervisor

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Engineering.

We deliver award-winning mechanical contracting, construction, service, and maintenance solutions with a focus on performance and innovation.

Our team of skilled and collaborative professionals drives every project from preconstruction through final testing, always aligned with our clients’ goals.

Customer Service Support Supervisor The Customer Support Service Supervisor is responsible for the independent oversight of all dispatch operations within their assigned service team, territory, or region.

Acting as the primary point of contact within the Service Coordination group, the Supervisor ensures seamless communication among customers, technicians, and management, while delivering timely and efficient customer service.

This role serves as both a subject matter expert in Customer Support Services Team (CSST) processes and a trainer / mentor for Service Coordinators and administrative staff.

With minimal direct oversight, the Supervisor exercises sound judgment and decision-making authority to resolve issues, enhance processes, and ensure adherence to service and company standards.

Principal Duties and Accountabilities :

• Supervision & Leadership Serve as the direct line of support for Service Coordinators / Administrative Assistants within the region.
• Monitor, train, and mentor Service Coordinators, ensuring clear understanding of processes, compliance, and performance expectations.
• Conduct quarterly performance reviews and routine one-on-ones with assigned team members.
• Support Operations Manager in maintaining appropriate staffing levels by communicating manpower needs.
• Participate in performance management, coaching, and the evaluation process for service staff.
• Collaborate with the Director of the Customer Service Support Team on team compensation, benefits, and feedback initiatives.
• Utilize software platforms to review team and operational reports, track goal achievement, and identify opportunities for process and performance improvements.
• Ensure accurate and compliant execution of customer portal management activities performed by the Senior Service Coordinator, providing oversight and guidance as needed.
• Serving as backup Seek approval from management before enforcing exceptions to CSST policies or taking disciplinary action.
• Dispatch Operations Manage all aspects of dispatch operations, including scheduling, prioritization, and technician assignments.
• Maintain the service work order process—ensuring accurate client / job creation, scheduling, and tracking in the Dispatch Board.
• Monitor ongoing service work assignments and technician locations through active communication.
• Receive and process incoming customer service requests; make rapid decisions to route calls appropriately.
• Act as point of escalation for complex service issues or customer concerns.
• Utilize data and analytics to identify service trends and efficiency opportunities.
• Manage weekly payroll and timekeeping for assigned technicians, acting as back up to the Service Coordinators as needed.
• Provide backup support to Service Coordinators as needed .
• Job Management Establish new work orders in the accounting system for both new and existing customers.
• Partner with Project Managers, Account Managers, and Technicians to ensure timely work order completion and billing accuracy.
• Ensure proper documentation and accuracy in all service-related information.
• Sales Collaboration Partner with the Sales department by providing insights into service capabilities, scheduling considerations, and resource requirements to support customer proposals and service agreements.
• Attend site walks for new service agreements; meet directly with customers to gather and verify accurate billing information, site details, and key contact information.
• Collaborate with Sales to ensure smooth handoffs from the pre-sales process to active service delivery, helping establish realistic customer expectations and seamless onboarding.
• Process Improvement & Development Regularly evaluate customer support and operations processes; recommend enhancement opportunities to the department director.
• Stay current with industry best practices, service software applications, and workflow optimization strategies.

Education :

Experience :

Proficiency with service software systems and Microsoft Office Suite; knowledge of Access and accounting platforms preferred Knowledge, skills, and abilities :

Physical and / or travel demands :

Benefits and Compensation :

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Engineering is an Equal Employment Opportunity Employer and shall provide equal employment opportunities to all people in all aspects of employer-employee relations, without regard to race, color, creed, national origin, religion, sex, age, sexual orientation, gender identity, disability or veteran status.  U.S. Engineering is compliant with the Drug Free Workplace Act, and all offers of employment are contingent upon the completion of a pre-employment drug screen.  Disclaimer :