Expo Care Supervisor

About the role

The Customer Experience Supervisor will lead the Expo Care team, ensuring customer satisfaction by overseeing the timely completion of all projects and resolving issues through a customer‑centric approach. This pivotal role contributes to a positive work environment, trains customer service staff, and plays a key part in enhancing the overall customer experience.

About the company

Expo Home Improvement is a top‑rated Texas‑based home remodeling company specializing in high‑quality bathroom, kitchen, and window remodels for residential customers since 2006. Recognized as a Top Place to Work, the organization is known for exceptional craftsmanship, outstanding customer service, and a people‑first culture that fosters growth and community impact.

Responsibilities

• Continuous Training: Provide ongoing training for Customer Service representatives to enhance skills in greeting customers, problem resolution, and professionalism.
• Strategic Research: Conduct research to identify and implement strategies for further improving the customer experience, staying abreast of industry best practices.
• Scheduling: Efficiently schedule the calendar for agents, ensuring optimal coverage to meet customer needs.
• Standard Operating Procedures: Assist the Customer Experience Manager in developing and implementing SOPs to ensure successful service operations.
• Policy Maintenance: Contribute to and maintain all customer service procedures and policies, aligning them with company values and objectives.
• KPI Monitoring: Monitor Key Performance Indicators for the department to measure and enhance performance.
• Budget Management: Effectively manage a monthly budget, making sound financial decisions to optimize departmental resources.
• Issue Anticipation and Resolution: Proactively anticipate and resolve customer service issues, ensuring a seamless experience.
• Workspace Management: Maintain a professional workspace and workflow, fostering a positive and productive atmosphere.
• Call and Email Management: Manage a high volume of incoming calls and emails while maintaining accurate customer account records.

Requirements

• Customer‑centric focus with the ability to assess needs and provide solutions.
• Strong problem‑solving skills; quick thinking and polite, professional response to issues.
• Excellent multitasking ability; prioritize and manage time efficiently.
• Leadership skills to encourage, mentor, and guide a team.
• Analytical skills for data interpretation and actionable solution development.
• Exceptional verbal and written communication abilities.
• Self‑motivation and comfort in both leadership and team‑player roles.
• Creative problem‑solving mindset.
• Technical proficiency with computers, call‑tracking software, and CRM systems such as Salesforce.
• Strong time‑management and prioritization capabilities.

Qualifications

• Previous experience in customer support, client services, sales, production, or related fields.
• High school diploma or equivalent; bachelor’s degree in business administration, business, or a related field preferred.

Working Conditions

The role is primarily office‑based, involving regular use of computers, phones, and CRM systems (e.g., Salesforce). Frequent communication with internal departments—Sales, Production, Field Operations, Accounting—is required to coordinate project updates and resolve customer concerns. The position entails extended periods of sitting while managing calls, emails, reporting dashboards, and performance metrics, as well as handling high call and email volumes with sustained focus and professionalism. Occasional standing, walking, or light lifting (up to 15 lb) of office materials may be needed. Standard business hours apply, with occasional extended hours to address escalated issues or meet deadlines in a fast‑paced, multitasking environment.