Customer Service Support Supervisor - Midwest Core

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** The Customer Support Services Supervisor is responsible for independently overseeing all dispatch operations within their assigned service team, territory, or region, with primary responsibility for the Kansas City HVAC Service Team, HVAC Projects, and Plumbing operations. As the Service Company continues to grow and evolve, 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 Customer Support Services Team (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. Serving as backup - 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 back up 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 do…