Villara Building Systems · 1 week ago
Customer Service Supervisor
McClellan Park, CA
Full-time
Onsite
Entry, Mid Level
$32/hr - $36/hr
2+ years expVillara Building Systems is seeking a Customer Service Supervisor to lead their Home Services and Warranty customer service teams. This role focuses on coaching team members, ensuring operational execution, and driving performance against KPIs to enhance customer experience.
Audio/Visual EquipmentConstruction
Hiring Manager
Rhonda G.
Responsibilities
Supervise CSRs and Dispatchers across Home Services and Warranty
Conduct regular 1:1 coaching sessions tied to KPIs and behaviors
Provide clear, documented performance feedback
Reinforce training, scripts, and standard work
Address attendance, adherence, and conduct issues
Foster a professional, accountable team culture
Drive performance against assigned KPIs
Monitor daily and weekly performance reports
Identify gaps and apply coaching or corrective action
Support performance reviews and documentation
Ensure inbound and outbound calls follow standards
Supervise dispatch execution within defined rules
Ensure outbound calling is completed as directed
Handle escalations within guardrails
Provide backup support during high call volume
Ensure warranty workflows are followed accurately
Monitor documentation and timeline adherence
Coach correct handling of warranty calls
Escalate recurring issues or edge cases
Create and maintain weekly schedules
Ensure queue coverage from 8:00 a.m. – 5:00 p.m
Manage PTO, breaks, and day-of adjustments
Ensure no overtime is worked
Adjust availability in ServiceTitan capacity planner to match demand
Maintain and reinforce standard work documentation
Conduct regular standard work audits
Coach adherence to standard work
Update documentation for approved changes
Identify and escalate continuous improvement opportunities
Monitor AI-supported interactions
Identify and document AI issues
Assist with testing approved AI changes
Communicate expectations and updates clearly
Escalate risks and trends with context
Partner with leadership on continuous improvement
Qualification
Required
2+ years supervising customer service or call center teams
Required industry background in HVAC and/or plumbing home services
Experience coaching to metrics
Strong communication and documentation skills
Company
Villara Building Systems
Villara Corporation offers a wide range of building services, from heating and cooling to home theaters, plumbing and solar installations
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase