Service Supervisor

Responsibilities

• Team Supervision and Support
• Supervise and support local CSG agents in day-to-day service and customer support operations.
• Provide coaching, guidance, and direction to ensure agents are following proper service processes.
• Aid in onboarding, continuous training, and development of local CSG team members.
• Reinforce expectations around customer communication, documentation, follow-up, and ownership.
• Partner with the CSG Regional Supervisor to identify training opportunities and performance gaps.
• Customer Service and Warranty Support
• Drive exceptional customer service by ensuring customers are contacted timely, treated professionally, and provided clear next steps.
• Support customer service and warranty needs from initial request through resolution.
• Create new warranty claims and ensure all required information is documented accurately.
• Review customer concerns and help determine appropriate next steps based on warranty guidelines, service history, and company process.
• Ensure service cases are properly updated and managed through completion.
• Service Scheduling and Technician Optimization
• Manage the service technician schedule to ensure full optimization of technician time, routing, and daily capacity.
• Work with local teams to prioritize urgent service needs, warranty issues, customer escalations, and open service cases.
• Maintain monitoring of scheduled service appointments and help reduce delays, missed appointments, or inefficient routing.
• Partner with technicians, Installation Managers, and local leadership to ensure service work is completed timely and documented properly.
• Product Ordering and Service Coordination
• Order required product, parts, and materials needed to complete warranty or service work.
• Track ordered materials and follow up to ensure service is scheduled once product is available.
• Cook up coordination between CSG, production, service technicians, warehouse, and management to move service needs forward.
• Help ensure service and warranty work is completed accurately and in alignment with company standards.
• Account Receivable and Customer Payments
• Assist with account receivable collections related to service work, warranty requirements, trip charges, customer balances, and payment expectations.
• Communicate clearly with customers regarding payment requirements when applicable.
• Help collect customer payments and ensure payment documentation is accurate.
• Partner with leadership when customer payment concerns, disputes, or unresolved balances impact service work.
• Reporting and Process Accountability
• Maintain monitoring of open service cases, warranty claims, technician schedules, and aging service items.
• Provide updates to the CSG Regional Supervisor regarding team performance, service trends, customer concerns, and process gaps.
• Support continuous improvement by identifying recurring issues, training needs, and opportunities to improve the customer experience.

Qualifications

• Previous customer service, service coordination, scheduling, warranty, or operations experience preferred.
• Prior supervisory or team lead experience preferred.
• Construction, window, door, sunroom, or home improvement knowledge preferred but not required.
• Strong communication and follow-up skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Comfortable handling customer concerns, escalations, payments, and service-related issues.
• Ability to coach and support team members while maintaining accountability.
• Proficient with CRM systems, scheduling tools, email, and Microsoft Office preferred.