Customer Experience Center Supervisor

Position Overview:

The Night CEC Supervisor/Auditor plays a critical leadership role in the Customer Experience Center (CEC), overseeing call center operations during evening and late night hours. This position supports inbound service calls for HVAC, plumbing, and electrical work, ensuring a high level of customer satisfaction, efficient call handling, and consistent communication with field teams and internal departments. This position also supports auditing calls from our centers throughout our company and providing scoring/feedback.

This position will be in person and will primarily be working evening/night hours unless business needs change. Key Responsibilities:

Team Leadership & Oversight:

- Provide direct supervision to night shift customer service representatives, including assigning tasks, managing workflow, and ensuring adherence to quality and performance standards.

- Lead daily shift huddles and one-on-one coaching sessions to address concerns, recognize achievements, and align team goals.

- Support recruiting, onboarding, and training of new team members.

- Manage attendance, conduct performance evaluations, and administer disciplinary actions in collaboration with HR when necessary.

Escalation Management:

- Serve as the primary escalation point for customer complaints or service issues that require advanced handling.

- Investigate the root cause of escalations and work with appropriate teams (dispatch, field technicians, sales, etc.) to deliver timely and effective resolutions.

- Document and track all escalations and outcomes for performance review and quality assurance.

Support to Managers on Duty:

- Act as an extension of daytime leadership during the night shift by supporting on-duty managers with communication, operational coordination, and shift transitions.

- Collaborate to ensure escalations, staffing issues, or critical updates are handled effectively and relayed to leadership as needed.

Call Monitoring & Quality Assurance:

- Conduct real-time and post-call evaluations to ensure accuracy, professionalism, and compliance with call scripts and procedures.

- Deliver actionable feedback to agents and help implement improvement plans when necessary.

Customer Experience & Order Processing:

- Answer incoming customer calls when needed, particularly during high-volume periods or staff shortages.

- Assist with creating and scheduling service orders in line with technician availability and service standards.

- Verify service requests and ensure accurate data entry into internal systems.

Communication & Coordination:

- Communicate appointment details, changes, or special instructions to Business Units and field technicians to ensure successful service delivery.

- Maintain thorough notes in customer accounts to support seamless service across shifts.

Reporting & Documentation:

- Prepare and submit detailed nightly shift reports including call volumes, service order summaries, staffing coverage, escalations, and unresolved issues.

- Track and report nightly KPIs and flag trends or concerns to leadership for follow-up.

Process Improvement & Compliance:

- Identify opportunities to streamline call center procedures, enhance customer experience, and improve response time.

- Ensure compliance with company policies, data security guidelines, and customer service best practices.

- Other Duties as Assigned

- Participate in special projects, cross-functional meetings, and additional assignments as directed by leadership.

Qualifications:

- 4+ years of supervisory experience in a call center environment, ideally supporting home services (HVAC, plumbing, electrical).

- Demonstrated ability to lead and motivate teams, especially in overnight or independent settings.

- Strong verbal and written communication skills; able to convey technical information clearly and professionally.

- Conflict resolution and escalation management skills with a calm, customer-focused approach.

- Proficient in Microsoft Office (Word, Excel, Outlook); familiarity with CRM and service scheduling platforms.

- Experience using ServiceTitan or similar field service management software is strongly preferred.

The physical requirements of this job include:

- Perform work while sitting and/or standing at an individual work station or office

- Communicate verbally via phone or other communication device.

- Ability to stand, walk and sit; talk or hear, both in person and by telephone

- Use hands to type, handle or feel objects or controls; reach with hands and arms.

- Occasionally stoop, kneel, bend, crouch and lift up to 10 pounds.

- Work is usually performed in an indoor office environment.

Southern Home Services will make reasonable accommodations to allow an employee to perform the essential functions of the job.

Benefits:

We offer a rewarding career path with great benefits, flexible schedules, professional and on-the-job training, and growth plans. Be a part of the team our customers call the finest in the industry.

- Reliable, Year-Round Work

- Weekly Paychecks

- Paid Time Off and Paid Holidays

- Comprehensive Medical, Dental, and Vision Benefits

- Health savings accounting

- Flexible spending account

- Growth Opportunities

- Employee discounts

- Company paid short-term life insurance

- Life insurance

This a non-exempt position.

Southern Home Services is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. The policy applies to all employment practices within our organization.