Customer Support Representative
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Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Training & development
- Vision insurance
- Wellness resources
Culligan Water of Kansas City serves 80,000+ customers across the Kansas City Metro, Topeka, and St. Joseph areas. We’re seeking a hands-on Customer Service Supervisor to lead a team of CSRs, chat agents, and dispatchers. This is a player-coach role, actively involved in daily operations while shaping team performance, culture, and customer experience.
Key Responsibilities
Team Leadership & Development
- Supervise, coach, and develop customer service and dispatch team
- Lead training, onboarding, performance reviews, and team meetings
- Foster accountability, trust, and continuous improvement
Customer Experience
- Handle escalated customer issues (billing, service, complaints)
- Set and model service standards across phone, chat, and written communication
- Identify trends and improve processes
Performance & Reporting
- Track KPIs (CSAT, resolution time, booking rates, etc.)
- Conduct call/chat reviews and provide feedback
- Report performance insights to leadership
- Maintain SOPs and service standards
Operations
- Manage scheduling and daily workflow
- Collaborate with Sales, Service, and Installation teams
- Support team during high-volume periods
- Maintain knowledge of products, services, and billing
Qualifications
Required
- 2+ years customer-facing experience; 1+ year in a leadership role
- Strong coaching and people development skills
- High emotional intelligence and conflict management ability
- Excellent communication skills
- Data-driven mindset with KPI experience
- Microsoft Office proficiency
Preferred
- Contact center or multi-channel support experience
- Home services, utilities, or field service background
- Familiarity with ServiceTitan or similar systems
- Experience leading established teams
What We Offer
- Competitive hourly pay + performance incentives
- Health, dental, vision insurance
- 401(k) with company match
- PTO + paid holidays
- Employee discounts
- Training and career growth opportunities