Customer Service Representative Supervisor

About the role

Step Into a Career That Opens Doors with Garage Door Medics!

Customer Service Representative Supervisor | San Diego, CA Hourly: $28-$33/hr

Monday - Friday with occasional weekends

What You'll Do

• Daily Team Supervision: Supervise and support CSRs, ensuring phone coverage, productivity, attendance, and accountability.
• ServiceTitan Management: Monitor calls, bookings, customer records, job details, and follow up activities for accuracy and completion.
• Booking Performance: Track individual and team booking rates, identify missed opportunities, and coach CSRs to improve conversion.
• Call Quality & Training: Review recorded calls, provide feedback, conduct training, and reinforce company procedures.
• Scheduling & Dispatch Coordination: Coordinate with dispatchers to ensure accurate scheduling, complete job information, and clear customer expectations.
• Customer Issue Resolution: Handle escalated concerns, resolve scheduling issues, and ensure timely follow through.
• Team Accountability: Hold team meetings and individual coaching sessions, communicate expectations, and document improvement needs.
• Process Improvement: Identify operational issues and improve consistent use of ServiceTitan and company procedures.

Who You Are

• You bring 3+ years of customer service experience, preferably in home services, skilled trades, or a related service based industry.
• Previous experience in a customer service leadership, supervisory, or team lead role preferred.
• Hands on ServiceTitan experience required, including call management, scheduling, customer records, and reporting.
• Ability to hold employees accountable while maintaining a supportive team environment.
• Highly organized and comfortable managing multiple priorities.
• Ability to work effectively with dispatchers, technicians, and leadership.
• High school diploma or equivalent required.

What Success Looks Like

A successful Customer Service Supervisor keeps the team organized, phones answered, appointments booked correctly, and customer concerns resolved. They use ServiceTitan daily to identify problems, coach employees, improve booking performance, and ensure consistent results.

How Success Is Measured

Performance will be evaluated against established key performance indicators (KPIs), including:

• Booking Performance: Helping the team meet established booking goals.
• Call Responsiveness: Maintaining strong answer rates and minimizing missed or abandoned calls.
• Call Quality: Supporting consistent service through call reviews and coaching.
• ServiceTitan Accuracy: Ensuring customer and job information is complete and accurate.
• Customer Follow-Up: Resolving open customer issues in a timely manner.
• Team Development: Providing regular coaching, feedback, and performance reviews.

What You'll Enjoy

• Competitive compensation: $28 - $33 per hour
• Supportive, values-driven environment that truly appreciates your contributions.
• Mentorship, training, and a clear path for advancement-promotion from within is our norm.
• Health, Vision & Dental benefits; PTO, Holidays, and 401(k) with match.
• Employee perks and discounts on our services.
• The chance to join a trusted, community-centric company that still feels like family-and now part of a growing national network.

Additional information

If you're eager to help people, take pride in your work, and believe customer care is an art, we're looking for you. Join Garage Door Medics and build more than a career-build a legacy of trust, service, and community.

Location: San Diego, CA (and surrounding areas) Type: Full-Time, Hourly

Ready to make a difference? Submit your application and help us open the door to brighter futures-for customers and for your career.

All candidates are required to undergo pre-employment Background and Drug Screenings, as well as a Motor Vehicle Record Check.

Pay Range $28 - $33 USD

By submitting your application, you consent to receive text messages, emails, and phone calls from Guild Garage Group and/or our coalition of partnered brands regarding job opportunities, application status, and recruiting-related communications. Message and data rates may apply. You may opt out of receiving text messages at any time by replying STOP. All messages are related to employment opportunities and recruiting activities.