Customer Service Supervisor

About Steward's

Family-Owned Since 1962: Stewart Maxon started Steward's Plumbing in Albuquerque in 1962 to build a reputation for superior service and genuine care for customers. Today his son, Eric, runs the company with that same focus, serving residential, commercial, and medical customers across the Albuquerque area with plumbing, heating, and cooling services.

A Team That Gets Things Done: We're a tight-knit, second-generation shop of about 16 people, and we care about being passionate about the work and making things happen. We're not a 24/7 company, there's no weekly on-call, and we're a drug and alcohol free workplace.

The Opportunity

We're looking for a Customer Service Supervisor to lead our front office: our customer service rep and our dispatcher. You'll be the person they turn to with questions, the one who steps in when a customer is upset, and the steady hand that keeps the phones and the schedule moving when things get busy.

This is a working lead over a small team, not a call center management job, and it is not the dispatcher position itself. You'll lead both our CSR and our dispatcher, still talk with customers every day, and report directly to the owner.

What You'll Do

• Lead, coach, and support our CSR and dispatcher day to day

• Answer team questions and make the call when something doesn't fit the usual process

• Talk with customers directly, including resolving complaints and calming upset callers

• Step in on phones, booking, and dispatch when the team is slammed

• Set the standard for how we greet, book, and follow up with customers

• Keep the office running smoothly when the owner is in the field or traveling

• Spot recurring customer issues and help fix the process behind them

Requirements

• Customer service experience, ideally in home services or the trades

• Experience leading, training, or supervising others

• Calm, confident handling of upset customers

• Strong communication by phone and in person

• Comfortable with scheduling or dispatch software and basic computer tools

• Willingness to stay on the phones as a working lead

Preferred Qualifications

• CSR, dispatch, or call center lead experience at a plumbing, HVAC, or home service company

• Hands-on dispatch or scheduling experience

• Knowledge of plumbing or HVAC services

Job Type

Full-time

Work Location

In person - Albuquerque, NM 87106 (serving the greater Albuquerque area)

Steward's Plumbing, Inc. is an Equal Opportunity Employer.