Overview
Customer Service Supervisor Jobs in Remote at Vanterra Foundation Solutions
Company Overview:
We are a rapidly expanding, private-equity-backed foundation repair, basement waterproofing, crawlspace repair, concrete lifting, radon mitigation, and mold removal services company, specializing in delivering innovative and high-quality projects. Vanterra is creating and building upon a family of foundation and repair companies that currently include ’58 Foundations & Waterproofing, Anchored Walls, Liftech Concrete Leveling & Foundation Repair, and SafeBasements. As we scale, we are dedicated to improving our customer service operations and ensuring an exceptional experience for our clients.
Position Overview:
Our company is growing, and this is a newly created position to allow for appropriate span of control. This position is responsible for organizing and directing the tactical work of a team of up to 13 Customer Service Representatives, ensuring that their productivity is assessed and that feedback is provided to maximize their performance. This role is pivotal in ensuring that our culture is cultivated at the ground level and that all employees feel supported and empowered in their careers with our company.
Essential Duties:
Measure intra-day performance and productivity of the team, monitoring metrics like average handle time, after-call work time, appointments set, etc., using technical tools and dashboards.
Review recorded calls, in partnership with Quality Assurance, to ensure procedures are followed and that every customer receives a 5-star experience.
Support agents when questions arise on the phone with customers, and take escalated calls when necessary.
Leverage technical tools to pull reports and monitor each Representative’s performance against key performance indicator requirements.
Conduct regular one-on-ones with each team member, providing qualitative and quantitative feedback, documenting interactions, and supporting their career development.
Partner with the scheduling team to ensure cross-functional alignment and meet departmental goals.
Approve and edit timecards daily to ensure accuracy and adherence to attendance policies.
Complete monthly incentive and spiff tracking and submit to payroll for timely payout.
Work Experience/Requirements:
Previous experience in a supervisory role, preferably in a high-volume customer service center or appointment-setting environment.
Demonstrated technical proficiency in key call center technologies like Salesforce, Five9, or similar tools.
Strong competency in strategic thinking, dealing with ambiguity, and managerial courage.
Proficiency in written and spoken communication across multiple levels of leadership.
Working experience with Microsoft Office tools (Teams, Outlook, Excel) preferred.
Knowledge of the home service industry is a plus.
Why Join Us?
Be part of a rapidly growing and dynamic company with strong private equity backing and exciting opportunities for growth.
Play a key role in driving innovation and improving our processes.
Enjoy competitive pay, excellent benefits, and opportunities for professional development.
Thrive in a collaborative and inclusive work environment with a strong emphasis on work-life balance.
Job Type: Full-time
Pay: $40,000.00 – $60,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Application Question(s):
Do you have at least 3 years of previous experience in a supervisory role, preferably in a high volume customer service center or appointment setting environment?
Do you have experience in waterproofing, foundation repair and crawlspace industry?
Work Location: Remote
Title: Customer Service Supervisor
Company: Vanterra Foundation Solutions
Location: Remote
Category:
