Customer Support Representative

About the role

Culligan Water of Kansas City serves 80,000+ customers across the Kansas City Metro, Topeka, and St. Joseph areas. We’re seeking a hands-on Customer Service Supervisor to lead a team of CSRs, chat agents, and dispatchers. This is a player-coach role, actively involved in daily operations while shaping team performance, culture, and customer experience.

Responsibilities

• Team Leadership & Development: Supervise, coach, and develop customer service and dispatch team; lead training, onboarding, performance reviews, and team meetings; foster accountability, trust, and continuous improvement
• Customer Experience: Handle escalated customer issues (billing, service, complaints); set and model service standards across phone, chat, and written communication; identify trends and improve processes
• Performance & Reporting: Track KPIs (CSAT, resolution time, booking rates, etc.); conduct call/chat reviews and provide feedback; report performance insights to leadership; maintain SOPs and service standards
• Operations: Manage scheduling and daily workflow; collaborate with Sales, Service, and Installation teams; support team during high-volume periods; maintain knowledge of products, services, and billing

Qualifications

• Required: 2+ years customer-facing experience; 1+ year in a leadership role
• Required: Strong coaching and people development skills
• Required: High emotional intelligence and conflict management ability
• Required: Excellent communication skills
• Required: Data-driven mindset with KPI experience
• Required: Microsoft Office proficiency
• Preferred: Contact center or multi-channel support experience
• Preferred: Home services, utilities, or field service background
• Preferred: Familiarity with ServiceTitan or similar systems
• Preferred: Experience leading established teams

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

Pay

$25.00 - $30.00 per hour