Customer Service Supervisor

Job Title: Auto Pound Supervisor
Company: United Road Towing / VM Solutions
Location: Chicago, IL – South Side (Pound 2)
Employment Type: Full-Time

Position Summary

We are seeking a dependable, organized, and experienced Auto Pound Supervisor to oversee daily operations at our vehicle impound facility. The ideal candidate must demonstrate strong leadership, attention to detail, excellent customer service skills, and the ability to work in a fast-paced environment while ensuring compliance with company policies and City of Chicago procedures.

Key Responsibilities

• Supervise employees and ensure daily operations run efficiently.
• Oversee vehicle intake, inventory, storage, and release procedures.
• Verify vehicle information, including VIN numbers, tow records, inventory reports, and supporting documentation.
• Ensure all vehicle releases are properly authorized and accurately processed.
• Monitor employee performance, attendance, and compliance with company policies.
• Assist with employee training, scheduling, and daily assignments.
• Handle customer concerns, complaints, and escalated situations professionally.
• Ensure accurate handling of payments, receipts, and daily transactions.
• Review paperwork for accuracy and resolve discrepancies.
• Communicate with management, tow truck operators, City personnel, and other departments as needed.
• Ensure facility security, employee safety, and adherence to operational procedures.
• Prepare incident reports and communicate operational issues to management.
• Maintain an organized and professional work environment.
• Perform additional duties as assigned by management.

Qualifications and Requirements

• Previous supervisory or management experience preferred.
• Experience in towing, vehicle impound operations, transportation, or related fields is a plus.
• Strong organizational skills and attention to detail.
• Ability to manage employees and make sound decisions independently.
• Excellent communication, conflict resolution, and customer service skills.
• Ability to remain professional when dealing with difficult or upset customers.
• Basic computer proficiency and ability to learn internal software systems.
• Ability to accurately review documentation and financial transactions.
• Reliable attendance and punctuality.
• Ability to multitask and prioritize responsibilities in a busy work environment.
• Willingness to work a flexible schedule, including weekends and holidays as needed.
• Bilingual English/Spanish is a plus.