🚪 Step Into a Career That Opens Doors with Garage Door Medics! 🚪
Customer Service Representative Supervisor | San Diego, CA Hourly: $28-$33/hr
Monday - Friday with occasional weekends
** Why Join Us?**
A People-First Company Built on Trust For over 30 years, Garage Door Medics has been grounded in a powerful founding principle: we’re not just a garage door company—we’re a people company. Every interaction is rooted in honesty, empathy, and transparency, and our motto is simple: “We ONLY recommend what you need.”
Community, Culture & Commitment We’re deeply connected to San Diego—giving back through partnerships with Habitat for Humanity, the Red Cross, and local cleanup projects. We’re also committed to sustainability, recycling materials whenever possible to support our local environment.
Leading the Way in Our Industry Consistently rated among the highest in the country with over 5,000 five-star reviews, we’ve become a trusted local brand grounded in exceptional service and long-term customer relationships.
Part of Something Bigger—Still Local at Heart In June 2025, we proudly partnered with Guild Garage Group—an alliance supporting family-owned garage door service brands. This move allows us to grow and retain our identity, culture, and service excellence while gaining access to expanded resources and opportunities.
What You’ll Do:
Daily Team Supervision: Supervise and support CSRs, ensuring phone coverage, productivity, attendance, and accountability.
ServiceTitan Management: Monitor calls, bookings, customer records, job details, and follow-up activities for accuracy and completion.
Booking Performance: Track individual and team booking rates, identify missed opportunities, and coach CSRs to improve conversion.
Call Quality & Training: Review recorded calls, provide feedback, conduct training, and reinforce company procedures.
Scheduling & Dispatch Coordination: Coordinate with dispatchers to ensure accurate scheduling, complete job information, and clear customer expectations.
Customer Issue Resolution: Handle escalated concerns, resolve scheduling issues, and ensure timely follow-through.
Team Accountability: Hold team meetings and individual coaching sessions, communicate expectations, and document improvement needs.
Process Improvement: Identify operational issues and improve consistent use of ServiceTitan and company procedures.
Who You Are:
You bring 3+ years of customer service experience, preferably in home services, skilled trades, or a related service based industry.
Previous experience in a customer service leadership, supervisory, or team lead role preferred.
Hands on ServiceTitan experience required, including call management, scheduling, customer records, and reporting.
Ability to hold employees accountable while maintaining a supportive team environment.
Highly organized and comfortable managing multiple priorities.
Ability to work effectively with dispatchers, technicians, and leadership.
High school diploma or equivalent required.
What Success Looks Like
A successful Customer Service Supervisor keeps the team organized, phones answered, appointments booked correctly, and customer concerns resolved. They use ServiceTitan daily to identify problems, coach employees, improve booking performance, and ensure consistent results.
How Success Is Measured
Performance will be evaluated against established key performance indicators (KPIs), including:
Booking Performance: Helping the team meet established booking goals.
Call Responsiveness: Maintaining strong answer rates and minimizing missed or abandoned calls.
Call Quality: Supporting consistent service through call reviews and coaching.
ServiceTitan Accuracy: Ensuring customer and job information is complete and accurate.
Customer Follow-Up: Resolving open customer issues in a timely manner.
Team Development: Providing regular coaching, feedback, and performance reviews.
** What You’ll Enjoy:**
Competitive compensation : $28 - $33 per hour
Supportive,…