Customer Service Representative Supervisor

The role

Supervise and support customer service representatives, making sure phones are covered, bookings are made correctly and customer issues are resolved. Use ServiceTitan daily to track performance, coach the team and improve booking results.

What you will do

• Supervise and support CSRs, ensuring phone coverage, productivity, attendance and accountability
• Monitor calls, bookings, customer records, job details and follow-up in ServiceTitan
• Track individual and team booking rates, identify missed opportunities and coach CSRs to improve conversion
• Review recorded calls, give feedback, conduct training and reinforce company procedures
• Coordinate with dispatchers on accurate scheduling and clear customer expectations
• Handle escalated concerns, resolve scheduling issues and ensure timely follow-through
• Hold team meetings and individual coaching sessions and document improvement needs
• Identify operational issues and improve consistent use of ServiceTitan and procedures

Required qualifications

• 3+ years of customer service experience, preferably in home services, skilled trades or a related service-based industry
• Hands-on ServiceTitan experience, 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

Nice to have

• Previous experience in a customer service leadership, supervisory or team lead role

Benefits

• Competitive pay of $28 - $33 per hour
• Supportive, values-driven environment
• Mentorship, training and a clear path for advancement, with promotion from within
• Health, vision and dental benefits
• PTO and holidays
• 401(k) with match
• Employee perks and discounts on services

Before you apply

• Pre-employment background and drug screenings are required
• A Motor Vehicle Record check is required

About the company

Garage Door Medics is a San Diego garage door company with over 30 years in business and over 5,000 five-star reviews. In June 2025 it partnered with Guild Garage Group, an alliance supporting family-owned garage door service brands.