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.

If you’re passionate about coaching teams, improving customer experience, and turning metrics into meaningful results — this could be your next step.

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.

Key responsibilities include:

• 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

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

What Will I Do?

• Successfully handle high volume inbound customer service calls
• Collecting and reporting call center analytics and analyzing variances
• Responsible for supporting and assisting the Customer Service Manager in the areas of: coaching and conflict resolution, innovation, employee engagement and process improvement.
• Help create and document SOP’s and training materials
• Hands‑on involvement in all aspects of customer service
• Strong analytical and communication skills
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Maintains accuracy of data and data integrity as it relates to call center and dispatch
• Monitors incoming calls and abandoned call rate daily
• Listen to calls and compares call behaviors to predetermined call grading criteria
• Quickly analyzes account history and provides accurate information to assist in one‑call resolution
• Meet individual and team performance standards while maintaining good attendance and dependability
• Demonstrates courtesy and professionalism on all calls to ensure a positive customer experience
• Strong customer service orientation with active listening skills and a high attention to detail
• Assist with daily tracking reports and quality assurance reviews
• Models and promotes 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.