Service Office Supervisor

Position Summary:

The Service Office Supervisor plays a critical leadership role by overseeing the day-to-day operations of the Service team. This position is responsible for supervising and developing a team focused on customer support, order fulfillment, and resolution of service-related issues. This role ensures a seamless, high-quality customer experience through strong coordination, communication, and execution.

This leader is accountable for ensuring timely processing of service orders, effective internal and external communication, and adherence to company procedures. They serve as the liaison between service technicians, customers, and internal departments to drive resolution, efficiency, and satisfaction.

• Supervise, coach, and support the service office team, ensuring clarity in expectations, processes, and performance.
• Provide training and ongoing development to team members to enhance efficiency, product knowledge, and customer service skills.
• Monitor workloads and prioritize tasks to ensure timely and accurate service order management.
• Foster a team environment focused on accountability, responsiveness, and continuous improvement.

• Ensure high levels of service and responsiveness in all customer interactions via phone, email, and in-person communication.
• Act as an escalation point for complex service issues or dissatisfied customers.
• Monitor key service metrics (e.g., case aging, response times, resolution rates) to maintain service excellence.

• Oversee the processing, scheduling, and coordination of service appointments.
• Ensure accurate entry and maintenance of service orders and customer records in the system.
• Collaborate closely with field service teams, scheduling coordinators, and installers to manage capacity and fulfillment.

• Recommend and implement process improvements to streamline order fulfillment and service workflows.
• Ensure compliance with company policies and procedures.
• Maintain service office documentation, templates, and systems.

• Coordinate with Sales, Warehouse, and Installation departments to resolve service-related issues and prevent delays.
• Communicate proactively with internal teams to keep customers informed throughout the service lifecycle.
• Participate in weekly operations or service planning meetings to align team efforts with broader organizational goals.

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 3+ years of experience in customer service, operations, or service coordination, preferably in construction, building materials, or home improvement industry.
• 1+ years in a supervisory or team lead role strongly preferred.

• Proficient in Microsoft Office (Outlook, Excel, Word).
• Experience with CRM or ERP systems (e.g., Salesforce, Net Suite, Service Titan, etc.).
• Strong organizational skills and attention to detail.

• Excellent verbal and written communication skills.
• Demonstrated ability to lead and motivate a team.
• Conflict resolution and problem-solving expertise.
• Ability to manage competing priorities in a fast-paced environment.

• Play a direct role in delivering an excellent customer experience that builds trust and loyalty.
• Join a collaborative team that values your ideas and contributions.
• Enjoy a stable, people-first workplace committed to professional growth.
• Competitive pay and comprehensive benefits.