Call Center Supervisor

Overview

Gene Johnson is an established residential home services company serving the greater Seattle and Puget Sound area. At Gene Johnson, we're dedicated to delivering exceptional service to our customers. We're passionate about people, collaborative in our approach, and believe in staying scrappy while having fun. We value our team members and strive to create an environment where everyone feels supported, empowered, and able to succeed.

Position Overview

We are currently seeking an Onsite Call Center Supervisor to help lead the Seattle Market Area Call Center, supporting a team of 13+ Customer Service Representatives (CSRs) booking service calls across the Gene Johnson Family of Brands.

Reporting to the Call Center Manager, this role oversees daily operations, CSR coaching, scheduling and coverage, quality assurance, and customer escalations. The ideal candidate is a hands-on leader who can improve booking performance, develop team members, and deliver a consistent customer experience.

Success in this role is measured by team performance, booking rates, call quality, and employee engagement. The supervisor is also expected to take calls when queues are backed up and provide hands-on support when needed.

This is an onsite, hourly position based in the Seattle market, Monday–Friday. Weekend coverage is shared through a rotating Manager on Duty (MOD) schedule with the Call Center Manager. Weekend onsite work is not required.

Duties/Responsibilities

• Oversee daily call center operations, monitoring queues, staffing, call volume, and service levels.

• Coordinate breaks and lunches to maintain phone coverage and comply with Washington meal and rest break requirements.

• Coach CSRs on live calls, booking performance, saving refused or cancelled calls, and securing high-value Priority calls.

• Monitor booking rates, call volume, and QA scores, providing regular feedback and coaching.

• Handle customer escalations and partner with local management to resolve concerns.

• Serve as the first point of contact for CSR questions, documenting answers and keeping call center resources current.

• Route dispatch disagreements to the General Manager (GM) and Call Center Manager (CSM).

• Assist with weekly CSR timecards in ADP, including missed punches, PTO, and meal breaks.

• Manage QA scoring, CSR incentive programs, and weekly performance initiatives.

• Lead rotating CSR meetings with trade managers and assist with onboarding and training new team members.

• Support call center projects, including outbound shoulder-season lists and ServiceTitan updates.

• Partner with the Call Center Manager to address team feedback and communicate improvements.

• Provide coverage for the Call Center Manager as needed and participate in the rotating weekend MOD schedule.

Experience/Qualifications

Required

• 2+ years of experience in call center, customer service, or dispatch operations.

• At least 1 year of experience leading, coaching, or training others.

• Experience coaching to performance metrics, including booking rates, call volume, and QA.

• Ability to handle upset customers and de-escalate challenging situations.

• Strong Excel or Google Sheets skills.

• Clear, kind, and direct communication skills, both in person and through Microsoft Teams.

• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.

Preferred

• Experience with ServiceTitan and Five9.

• Home services experience in HVAC, plumbing, or electrical.

• Experience supporting multi-brand or multi-location call centers.

• Familiarity with ADP timekeeping and payroll processes.

Personal Characteristics

• People-focused leader who builds trust and accountability

• Clear communicator who provides constructive feedback.

• Customer-focused with strong problem solving skills 

• Calm under pressure and ceffective at handling escalations

• Performance-driven with focus on metrics and results 

• Hands-on, resourceful, team oriented

• Organized, adaptable and detail oriented 

• Collaborative leader committed to team developmnet and continuous improvement 

What We Offer!

• Paid Vacation Plan

• 401(k) Retirement Plan with company match

• Medical, Dental, and Vision Insurance for employees and eligible family members

• Career growth opportunities

• Employee Referral Bonuses

Pay Transparency

The hourly pay range for this position is $30–$35 per hour, depending on experience. This is an hourly, non-exempt position and is not salaried. Actual compensation will depend on relevant experience, transferable skills, training, business needs, and market conditions.

Benefits include health insurance, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. The compensation range represents a good-faith estimate based on the position, location, and experience required.

Equal Employment Opportunity

Gene Johnson is an Equal Opportunity Employer. We provide equal employment opportunities to all applicants and employees without regard to race, ethnicity, religion, marital status, sex, gender identity, citizenship status, age, veteran status, disability, or any other status protected by applicable law.

We thank all applicants for their interest in joining our team. However, only those selected for an interview will be contacted.