Customer Service Support Supervisor - Midwest Extended

Overview Do you believe no challenge is too complex to solve? You’ll fit right in at U.S. Engineering Service. We deliver award-winning mechanical contracting, construction, service, and maintenance solutions with a focus on performance and innovation. Our team of skilled and collaborative professionals drives every project from preconstruction through final testing, always aligned with our clients’ goals. Customer Service Support Supervisor is responsible for independently overseeing all dispatch operations within the assigned service team, territory, or region, with primary responsibility for the Ozark, Flint Hills, Startup, TAB (Test and Balance) and Controls operations. As the Service Company grows, areas of responsibility and focus may be adjusted to align with changing business needs and organizational priorities. Acting as the primary point of contact within the Service Coordination group, the Supervisor ensures seamless communication among customers, technicians, and management, while delivering timely and efficient customer service. This role serves as both a subject matter expert in CSST processes and a trainer/mentor for Service Coordinators and administrative staff. With minimal direct oversight, the Supervisor exercises sound judgment and decision-making authority to resolve issues, enhance processes, and ensure adherence to service and company standards. Principal Duties and Accountabilities Supervision & Leadership Serve as the direct line of support for Service Coordinators/Administrative Assistants within the region. Monitor, train, and mentor Service Coordinators, ensuring clear understanding of processes, compliance, and performance expectations. Conduct quarterly performance reviews and routine one-on-ones with assigned team members. Support Operations Manager in maintaining appropriate staffing levels by communicating manpower needs. Participate in performance management, coaching, and the evaluation process for service staff. Collaborate with the Director of the Customer Service Support Team on team compensation, benefits, and feedback initiatives. Utilize software platforms to review team and operational reports, track goal achievement, and identify opportunities for process and performance improvements. Ensure accurate and compliant execution of customer portal management activities performed by the Senior Service Coordinator, providing oversight and guidance as needed. Seek approval from management before enforcing exceptions to CSST policies or taking disciplinary action. Demonstrate flexibility to assume other CSST operational and/or financial responsibilities outside this job scope when necessary to maintain continuity of Service work. Support the team by assisting with other related duties and tasks as needed. Dispatch Operations Manage all aspects of dispatch operations, including scheduling, prioritization, and technician assignments. Maintain the service work order process—ensuring accurate client/job creation, scheduling, and tracking in the Dispatch Board. Monitor ongoing service work assignments and technician locations through active communication. Receive and process incoming customer service requests; make rapid decisions to route calls appropriately. Act as point of escalation for complex service issues or customer concerns. Utilize data and analytics to identify service trends and efficiency opportunities. Manage weekly payroll and timekeeping for assigned technicians, acting as backup to the Service Coordinators as needed. Provide backup support to Service Coordinators as needed. Job Management Establish new work orders in the accounting system for both new and existing customers. Partner with Project Managers, Account Managers, and Technicians to ensure timely work order completion and billing accuracy. Ensure proper documentation and accuracy in all service-related information. Sales Collaboration Partner with the Sales department by providing insights into service capabilities, scheduling considerations, and resource requirements to support customer proposals and service agreements. Attend site walks for new service agreements; meet directly with customers to gather and verify accurate billing information, site details, and key contact information. Collaborate with Sales to ensure smooth handoffs from the pre-sales process to active service delivery, helping establish realistic customer expectations and seamless onboarding. Process Improvement & Development Regularly evaluate customer support and operations processes; recommend enhancement opportunities to the department director. Stay current with industry best practices, service software applications, and workflow optimization strategies. Education High School Diploma or equivalent required; Associate or Bachelor’s degree preferred. General courses in accounting preferred. Experience Minimum 4 years’ experience in a customer service-related role with exposure to operations or accounting administration. Minimum 3 years’ experience as a Service Coordinator or Dispatcher. Knowledge of commercial HVAC systems, equipment, and terminology required. In-depth understanding of dispatch center operations, scheduling, and resource allocation. Proficiency with service software systems and Microsoft Office Suite; knowledge of ERP and operational platforms such as Sage Intacct, BuildOps, Sampro preferred. Knowledge, skills, and abilities Proven ability to work independently, make proactive decisions, and prioritize effectively in high-volume, fast-paced environments. Strong leadership and mentoring skills with ability to foster collaboration within the team. Excellent customer service and interpersonal skills; able to handle escalated issues with professionalism. Exceptional organizational skills with attention to accuracy in scheduling, records, and customer information. Strong problem-solving and analytical skills; ability to interpret data for improved decision-making. Effective verbal and written communication skills with customers, staff, and management. Demonstrated confidentiality and professionalism with sensitive topics (payroll, benefits, performance). Commitment to professional growth and the development of new skills to support evolving operational and technological needs. Physical and/or travel demands Some travel may be required. This position is done in a typical office setting, mostly sitting at a desk. Frequent use of computer keyboard, monitor, and telephone. Some standing, bending, and lifting light files is required. May require occasional bending, stooping, and lifting of files, light office equipment, etc. Ability to adapt to changing circumstances, handle unexpected challenges, and remain composed under pressure. Proficiency in operating computer systems, software, and communication devices required for dispatch operations, including data entry and handling various administrative tasks. Capacity to analyze complex situations, identify patterns, and make informed decisions in a fast-paced and time-sensitive environment. Capability to handle high-pressure situations, such as managing urgent service calls or resolving conflicts, while maintaining composure and professionalism. Benefits and compensation The range for this position has been established at $68K to $95K annually and is U.S. Engineering Service’s good faith and reasonable estimate at the time of the posting. Compensation will be based on factors including internal equity, experience, education, and training. Your total compensation includes a year-end bonus, paid time off, and a comprehensive benefits package, including health, dental, and vision plans, matching retirement contributions, and matching 529 contributions. This position will be posted until August 31, 2026. Candidates must be legally authorized to work in the United States on a full-time basis without requiring future sponsorship for employment visa status. U.S. Engineering Service is an Equal Employment Opportunity Employer and shall provide equal employment opportunities to all people in all aspects of employer-employee relations, without regard to race, color, creed, national origin, religion, sex, age, sexual orientation, gender identity, disability or veteran status. U.S. Engineering Service complies with the Drug Free Workplace Act, and all offers of employment are contingent upon the completion of a pre-employment drug screen. The statements are intended to describe the general nature and level of work performed by people assigned to this position and are not exhaustive. The company reserves the right to revise as needed. The job description does not constitute a written or implied contract of employment. #J-18808-Ljbffr