Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Training & development
- Vision insurance
- Wellness resources
Culligan Water of Kansas City serves 80,000+ customers across the Kansas City Metro, Topeka, and St. Joseph areas. We’re seeking a hands-on Customer Service Supervisor to lead a team of CSRs, chat agents, and dispatchers. This is a player-coach role, actively involved in daily operations while shaping team performance, culture, and customer experience.
Key Responsibilities
Team Leadership & Development
- Supervise, coach, and develop customer service and dispatch team
- Lead training, onboarding, performance reviews, and team meetings
Foster accountability, trust, and continuous improvement
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Customer Experience
- Handle escalated customer issues (billing, service, complaints)
- Set and model service standards across phone, chat, and written communication
Identify trends and improve processes
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Performance & Reporting
- Track KPIs (CSAT, resolution time, booking rates, etc.)
- Conduct call/chat reviews and provide feedback
- Report performance insights to leadership
Maintain SOPs and service standards
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Operations
- Manage scheduling and daily workflow
- Collaborate with Sales, Service, and Installation teams
- Support team during high-volume periods
- Maintain knowledge of products, services, and billing
Qualifications
Required
- 2+ years customer-facing experience; 1+ year in a leadership role
- Strong coaching and people development skills
- High emotional intelligence and conflict management ability
- Excellent communication skills
- Data-driven mindset with KPI experience
- Microsoft Office proficiency
Preferred
- Contact center or multi-channel support experience
- Home services, utilities, or field service background
- Familiarity with ServiceTitan or similar systems
- Experience leading established teams
What We Offer
- Competitive hourly pay + performance incentives
- Health, dental, vision insurance
- 401(k) with company match
- PTO + paid holidays
- Employee discounts
- Training and career growth opportunities
This location is independently owned and operated. Your application will go directly to the owner, and all hiring decisions will be made by the management of this location. All inquiries about employment at this location should be made directly to the location owner, and not to Culligan Corporate.