Customer Service and Intake Supervisor

JOB OVERVIEW:

The Supervisor, Customer Service & Intake oversees the intake workflow and daily operations of the customer service team within our company. This role ensures that all customer inquiries, service requests, inspections, estimates, and job‑related information are captured accurately and handled promptly. The Supervisor provides direct leadership to Customer Service Representatives (CSRs), ensures exceptional customer experience, and partners closely with operations, sales, and field teams to support smooth project flow from first contact through job completion.

KEY RESPONSIBILITIES:

Supervision & Team Leadership

• Supervise, coach, and develop Customer Service Representatives responsible for inbound/outbound calls, appointment scheduling, service requests, and customer communications.
• Conduct regular 1:1s, performance check-ins, and annual performance reviews.
• Oversee daily staffing, assign workload, create schedules, and ensure adequate coverage during peak periods.
• Lead team meetings, training updates, and onboarding for new CSRs.

Intake & Workflow Management

• Manage the full intake process for all customer inquiries, including new roof requests, repairs, inspections, warranty claims, and follow-up.
• Ensure all customer and job details are captured accurately in CRM or job management systems.
• Review documentation for completeness and accuracy before handoff to estimators, sales reps, or production teams.
• Serve as the escalation point for complex customer issues or service delays.

Customer Experience & Communication

• Ensure the highest level of customer satisfaction through professional, timely communication.
• Monitor customer interactions and provide coaching to maintain quality standards.
• Resolve escalated customer concerns related to scheduling, estimates, or project timelines.
• Foster a customer-first culture aligned with the company’s values.

Operational Collaboration

• Work closely with sales, project managers, field crews, and production coordinators to ensure seamless handoff of intake information.
• Communicate scheduling changes, follow-up needs, and operational issues in real time.
• Identify process gaps and collaborate with leadership to streamline customer service workflows.

Reporting & Quality Control

• Track key performance metrics such as call volume, intake accuracy, response times, conversions, and customer satisfaction.
• Prepare weekly/monthly reports for management.
• Conduct quality assurance (QA) reviews on CSR communication and data entry.

REQUIREMENTS:

• 3–5 years of customer service, intake coordination, or administrative operations experience.
• At least 1–2 years of supervisory or team lead experience.
• Strong communication and de‑escalation skills.
• High level of accuracy and attention to detail.
• Proficiency with CRM systems or job management software; Microsoft Office skills.

PREFERRED:

• Experience in the roofing, construction, home services, or trades industry.
• Background managing a high-call-volume customer service environment.
• Bilingual (English/Spanish) a plus.