Customer Service Supervisor

Overview

Berkeys Plumbing, A/C & Electrical

📍 Southlake, TX | On-site | Full-Time 8am-5pm M-TH, availability for remote work on Fridays

At Berkeys, we’ve been serving Texas homeowners since 1975 — and we’re still growing. We’re looking for a Customer Service Supervisor who thrives in a fast-paced call center environment and knows how to lead with accountability, empathy, and data.

As a Customer Service Supervisor, you’ll support and lead our Customer Service Representatives (CSRs) while partnering closely with the Call Center Manager to ensure exceptional service and performance.

• Coach, mentor, and support CSRs to meet performance and quality standards
• Monitor call quality, customer interactions, and adherence to procedures
• Analyze call center metrics and provide reporting and insights
• Assist with training, onboarding, and ongoing development
• Support scheduling, on-call rotations, and coverage needs
• Help identify process improvements that enhance efficiency and customer experience
• Ensure professionalism, accuracy, and courtesy on every customer interaction
• Lead by example and reinforce Berkeys’ values of Care, Growth, and Trust

• High school diploma or GED required
• 5+ years of call center experience (supervisory experience preferred)
• Strong coaching, communication, and conflict-resolution skills
• Comfortable analyzing data and using performance metrics
• Proficient in Microsoft Word & Excel
• Ability to multitask, stay organized, and remain calm under pressure
• A hands-on leader who enjoys supporting teams on the floor

• Established, growing company with a strong reputation
• Supportive leadership and team-oriented culture
• Opportunity to make a real impact on customer experience
• Stability, structure, and room to grow within the organization

• On-site call center environment
• Moderate noise level typical of a customer service office
• Schedule flexibility required for rotational on-call schedule

Ready to Lead? If you’re driven, people-focused, and ready to take ownership of a customer service team, we’d love to hear from you.

Apply today and help shape the customer experience at Berkeys.

Compensation: $22-24/hour + Bonus Plan

• Successfully handle high volume inbound customer service calls
• Collect and report call center analytics and analyze variances
• Support and assist the Customer Service Manager in coaching, conflict resolution, innovation, employee engagement and process improvement
• Help create and document SOPs and training materials
• Hands-on involvement in all aspects of customer service
• Strong analytical and communication skills
• Meet organization goals by owning new and different requests and adding value
• Maintain data accuracy and data integrity related to call center and dispatch
• Monitor incoming calls and abandoned call rate daily
• Listen to calls and compare call behaviors to grading criteria
• Analyze account history to provide accurate information for one-call resolution
• Meet individual and team performance standards with good attendance
• Demonstrate courtesy and professionalism on all calls
• Strong customer service orientation with active listening and attention to detail
• Assist with daily tracking reports and quality assurance reviews
• Model and promote Berkey’s core values:
  Care, Growth, and Trust
• Other reporting as determined by the Customer Service Manager

Education, Experience, and Training

• Proficiency with mathematics, simple formulas and calculations required
• Minimum High School Graduate/GED Equivalent
• Intermediate skills in Microsoft Windows, including Word and Excel
• Five (5) years’ experience working with Call Center phone systems (preferred)
• Prior Supervisory experience is preferred

Computer Skills

• Intermediate skills in Microsoft Windows, including Word and Excel

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.