About the Role

We are seeking an experienced Call Center Supervisor to oversee a team of 5-10 representatives (split between CSRs and dispatchers) in a fast-paced HVAC/home services environment. This is a middle-management, in-office role responsible for ensuring smooth call center operations, dispatching practices, and exceptional customer service for our 3,000+ member customers.

You will work closely with leadership, assist with escalations, and provide backup support for service and dispatch when needed. This position requires strong organizational skills, time management, and the ability to remain calm under pressure in a 24/7 industry.

Key Responsibilities

• Supervise and guide a team of CSRs and dispatchers; oversee daily workflow and performance.
• Dispatch 15-16 technicians daily for routine maintenance and service calls.
• Handle escalated customer issues and ensure high-level customer service standards.
• Train new hires in customer service and dispatch procedures; lead team meetings and quality control initiatives.
• Manage CRM systems and call center platforms, including ServiceTitan, Salesforce, and HubSpot.
• Monitor call types, customer interactions, and ensure proper flow of operations.
• Participate in leadership meetings and assist with interviewing and hiring decisions.
• Provide backup support for inbound/outbound calls and dispatching during peak times.
• Maintain platform integrity and oversee reporting for call center performance.

Requirements

• ServiceTitan experience required
• Background in home services trades (HVAC, plumbing, electrical, pest control, lawn care, or similar)
• Strong understanding of call center operations and dispatching practices
• CRM experience (Salesforce, HubSpot)
• High school diploma or GED
• Excellent organizational skills, critical thinking, and ability to provide constructive feedback
• Strong leadership and communication skills; ability to handle urgent situations calmly
• Availability during call center hours (M-F, 8:00 AM-6:00 PM) and flexibility for early emergencies