Service Supervisor
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Job Location:
Madison, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Service Supervisor
We are seeking a dedicated organized and customer-focused Service Supervisor to oversee daily service operations in the Madison MS market. This role is ideal for a proactive leader who thrives in a fast-paced environment and enjoys balancing customer service dispatch coordination parts management and technician support.
The Service Supervisor plays a critical role in ensuring exceptional service delivery timely issue resolution and achievement of key performance goals. This individual serves as the primary point of contact for inbound communications escalations and operational adjustments while working closely with technicians upper management and operations leadership.
Salary: $45000
Key Responsibilities
Answer and manage inbound calls for the Madison market (and assist other markets as needed) responding promptly to customer inquiries and concerns
Handle escalated customer issues across all markets including follow-up with detractors and reporting details to management
Respond to and schedule email requests the same business day received
Communicate daily workflow updates to upper management to support marketing and operational adjustments
Partner with the Operations Manager regarding technician performance corrections and support needs
Ensure technicians have all necessary parts for daily routes
Order parts through standard distributors and coordinate specialty orders with the Parts Department
Ship and receive parts as needed
Maintain strict ticket and action tab compliance:
No active tickets beyond the current date
No follow-up tickets beyond the current business day
No past-due unscheduled tickets
No completed tickets lingering beyond the business day (excluding warranty tickets)
Address online appointment requests as they arrive
Utilize phone monitoring tools to label and track calls accurately
Respond promptly to technician and customer alerts:
Prioritize and resolve Red Alerts
Acknowledge and respond to Green Text alerts to prevent duplication
Set up and confirm daily routes for the next business day ensuring parts are received and appointments verified
Key Performance Indicators (KPIs)
Answer all inbound calls within 6 seconds (goal: 1st ring)
Maintain zero refused calls
Respond to voicemails promptly
Ensure customer responses within 15 minutes
Meet all service level and ticket management targets
What Were Looking For
Strong organizational and multitasking skills
Exceptional customer service and communication abilities
Ability to handle escalated situations professionally and efficiently
Detail-oriented with a commitment to operational excellence
Comfortable working with dispatch systems scheduling tools and performance metrics
Leadership mindset with the ability to support and hold technicians accountable
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
TempStaff is a staffing agency providing temporary, temp-to-hire and direct hire services in Jackson, Canton, and throughout Mississippi. Contact us now.
