Service Supervisor

Service SupervisorReports To: Service ManagerPosition PurposeThe Service Supervisor serves as a key operational leader within the Service Department, acting as a liaison between customers and coworkers. This role supports departmental efficiency, customer satisfaction, and long-term company success through proactive leadership, accountability, and collaboration.MissionThe Service Supervisor is expected to:Maintain a consistently positive, solutions-focused attitude to maximize opportunities for converting internal and external customers into lifelong TEAM members.Drive Residential and Commercial Service performance to achieve monthly, quarterly, and annual goals.Company ValuesJackson and Sons is a community-focused organization. We believe that consistently demonstrating the following values allows us to best serve our customers, coworkers, and community:ExcellenceTrustHonestyIntegrityCompassionServiceSummary of DutiesThe Service Supervisor reports to the Service Manager and is responsible for overseeing daily service operations and performance across multiple profit centers. This role requires strong decisiveness, initiative, reliability, and leadership skills.Key ResponsibilitiesSupervisor Duties - Demand, ESA, and CMA Profit CentersMonitor CSR performance and productivity on a daily basisOversee customer service quality and satisfactionAddress and resolve customer complaints, including property damage issuesTrack daily revenue by profit centerMonitor ESA sales and retention dailyMonitor technician performance, workload, and backlogOversee GPS and vehicle monitoring systems (LYTX)Maintain on-call rosters and work schedulesSet up and maintain field software (ServiceTitan, email, etc.)Maintain and upload departmental files to Google DriveFuture Planning and Department DevelopmentImprove efficiency of CSRs and DispatchersDevelop and refine service call handling and scriptsEnsure ServiceTitan processes are consistently executedOversee truck inventory planningCoordinate and support technical training initiativesSupport soft skills developmentDrive growth in:Residential membershipsCommercial membershipsPlumbing membershipsDepartment Goals and PerformanceAchieve Demand, ESA, and CMA revenue goalsDrive new membership sales and renewalsCoach department-wide profitabilityReduce service department lead turnoverOperational SupportAssist with scheduling and dispatching Maintenance Technicians as neededAssist with scheduling demand service jobsAssist with scheduling Commercial Maintenance and Plumbing jobsProvide direct support to coworkers as neededSupport the Executive Team in achieving company goalsCommunicate departmental needs, risks, and challenges effectivelyAdditional ResponsibilitiesParticipate in weeknight rotations to close the office and ensure customer satisfactionProvide support in other areas of the business as neededPerform related duties as assigned by the Service ManagerComply with all company policies and proceduresJob QualificationsStrong multitasking and organizational skillsExcellent phone etiquette and communication skillsPositive, team-oriented attitudeStrong conflict resolution skillsCommitment to serving internal and external customersAbility to thrive in a fast-paced environmentStrong computer proficiencyProficient in Microsoft WordProficient in Microsoft Excel