Customer Service Representative Supervisor

The role

You will supervise and support a team of customer service representatives, making sure phones are answered, bookings are correct and customer issues are resolved. You will use ServiceTitan daily to track performance and coach the team.

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 and coach CSRs to improve conversion
• Review recorded calls, give feedback, conduct training and reinforce 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
• Hands-on ServiceTitan experience, including call management, scheduling, customer records and reporting
• Ability to hold employees accountable while keeping 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

• Experience in home services, skilled trades or a related service-based industry
• Previous customer service leadership, supervisory or team lead experience

Benefits

• Competitive compensation
• 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

• Must pass pre-employment background and drug screenings
• Must pass a motor vehicle record check

About the company

Garage Door Medics is a San Diego garage door company with over 30 years in business, known for honest, people-first service 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.