U.S. Engineering · 2 days ago
Customer Service Support Supervisor
Westminster, CO
Full-time
Onsite
Mid, Senior Level
$72K/yr - $101K/yr
4+ years expU.S. Engineering is seeking a Customer Service Support Supervisor who will oversee all dispatch operations within their assigned service team. The Supervisor will act as the primary point of contact, ensuring effective communication among customers and technicians while mentoring staff and managing service operations.
Building MaterialReal Estate
No H1B
Responsibilities
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
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
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
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
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
Qualification
Required
High School Diploma or equivalent required
Minimum 4 years' experience in a customer service-related role with exposure to operations or accounting administration
Minimum 3 years' experience as a Service Coordinator or Dispatcher
Knowledge of commercial HVAC systems, equipment, and terminology required
In-depth understanding of dispatch center operations, scheduling, and resource allocation
Proficiency with service software systems and Microsoft Office Suite
Proven ability to work independently, make proactive decisions, and prioritize effectively in high-volume, fast-paced environments
Strong leadership and mentoring skills with ability to foster collaboration within the team
Excellent customer service and interpersonal skills; able to handle escalated issues with professionalism
Exceptional organizational skills with attention to accuracy in scheduling, records, and customer information
Strong problem-solving and analytical skills; ability to interpret data for improved decision-making
Effective verbal and written communication skills with customers, staff, and management
Demonstrated confidentiality and professionalism with sensitive topics (payroll, benefits, performance)
Commitment to professional growth and the development of new skills to support evolving operational and technological needs
Ability to adapt to changing circumstances, handle unexpected challenges, and remain composed under pressure
Proficiency in operating computer systems, software, and communication devices required for dispatch operations, including data entry and handling various administrative tasks
Capacity to analyze complex situations, identify patterns, and make informed decisions in a fast-paced and time-sensitive environment
Capability to handle high-pressure situations, such as managing urgent service calls or resolving conflicts, while maintaining composure and professionalism
Ability to quickly assess problems or issues, evaluate available options, and implement effective solutions to maintain service quality and customer satisfaction
Skill to make sound judgments based on available information, company policies, and customer needs, ensuring the best outcomes for all parties involved
Flexibility to adjust plans, schedules, and resource allocation in response to changing priorities, emergencies, or unforeseen circumstances
Preferred
Associate or Bachelor's degree preferred
General courses in accounting preferred
Knowledge of Access and accounting platforms preferred
Benefits
Year-end bonus based on company and/or individual performance
Paid time off
Health, dental, and vision plans
Matching retirement contributions
Matching 529 contributions
Company
U.S. Engineering
U.S. Engineering is U.S. Engineering Holdings and its five wholly owned subsidiaries.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Sherri Lockridge
Senior Human Resources Business Partner
Recent News
Council on Foreign Relations
2024-02-17
2024-02-17
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