Customer Service Supervisor

Are you looking for a Career, with the opportunity to grow, that will utilize your communication skills and allow you to make a difference in people’s lives?

We are currently looking for someone for our Paola office Monday thru Friday 8:00 to 5:00.

Purpose of the Role

The Customer Service Supervisor leads our current customer service team of 3 and supports the daily administrative operations of the office. This position ensures all customer calls are handled with professionalism, booked efficiently, and properly tracked in Service Titan. The Supervisor manages lead acquisition and reporting from aggregate sources and key account partners, ensuring Mr. Electric maintains consistent lead flow, follow-up, and conversion performance.

Pay and Benefits

The compensation plan is a base plus commision and bonus with an all in pay range of $48,000 to $60,000

*Phone Allowance

*PTO/Holiday

           6 paid holidays

           2 hrs accrued per pay period (this goes up with employment tenure)

           Paid day off for your Birth Day

           Paid day off after Thanksgiving

 *Benefit Package offered and cost shared (available 1st of month after 30 days)

           Major Medical Plan Note: Fringe benefit plan makes benefits almost zero cost.

Life insurance

           Accident Plan option

           Short Term Disability option

           Vision plan option

           Dental Plan option

      *Retirement Plan is available for eligible employees.

Primary Responsibilities:

Customer Service Team Supervision

- Supervise and support the daily activities of the Customer Service Representatives (CSRs).

- Monitor call performance, booking percentages, and response times to meet or exceed company KPIs.

- Provide ongoing coaching, training, and feedback to improve call conversion, professionalism, and accuracy.

Lead Management & Acquisition

- Oversee incoming leads from aggregate platforms (Home Depot, Angi, Thumbtack, Google Local Services, etc.).

- Track lead source performance, booking rates, and cost per lead for management review.

- Communicate regularly with key account representatives to ensure proper lead flow and quality.

- Identify new opportunities for lead acquisition and coordinate setup with the marketing and management team.

Administrative & Office Support

- Maintaining accurate billing, PO tracking, and timecard submissions.

- Manage daily and weekly office reports including booking rate, dispatch performance, and customer satisfaction metrics.

- Coordinate communication between CSRs, dispatch, and field technicians to ensure seamless job flow.

- Track Team KPI’s and assure accuracy and reporting is on time.

Customer Experience & Quality Assurance

- Handle escalated customer concerns with professionalism and empathy; resolve issues or escalate as appropriate.

- Review completed jobs and ensure follow-up contact is made to confirm satisfaction.

- Monitor online review platforms and support the marketing team in requesting reviews and feedback.

Qualifications

- 5 years of experience in customer service leadership.

- Understanding of or ability to learn ServiceTitan and similar field service management software.

- Experience managing lead aggregation platforms (Home Depot, Angi, Google LSA, etc.).

- Excellent communication, coaching, and organizational skills.

- Proficient in Microsoft Office Suite (Excel, Outlook, Word), basic knowledge of AI tools (ChatGPT)

If you are ready to take the next step in your career as a Customer Service Supervisor, and want to join a team where you are valued and can excel, APPLY TODAY!