South Brunswick, New Jersey, United States · On-site
$55k–$80k/yr
Mid level
Overview Call Center Supervisor (Onsite – Monroe, NJ) Position Summary Danley 911 Home Services has been serving New Jersey homeowners for over 100 years, providing trusted heating, cooling, plumbing, electrical, generat…
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Atlantic City, New Jersey, United States · On-site
Entry level$9.0B raised
Overview Allied Universal®, North America’s leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace…
Overview Allied Universal®, North America’s leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace…
Skills: Customer Service, Security Procedures, Emergency Response, Patrolling, Access Control
Customer Success Agent - Call Center Representative
New Jersey, United States · Remote OK
$31k–$37k/yr
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Atlantic City, New Jersey, United States · On-site
Entry level$9.0B raised
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$22/hr–$30/hr
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$22/hr–$30/hr
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Roadtex Transportation has become a leader in the nationwide LTL industry, specializing in transporting time and temperature-sensitive products. We handle refrigerated and LTL needs by leveraging no sailing schedules, ou…
Monmouth Junction, New Jersey, United States · On-site
$18/hr–$19/hr
Entry level$5.0B raised
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New Providence, New Jersey, United States · On-site
$18/hr–$22/hr
Entry level
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East Brunswick Township, New Jersey, United States · On-site
$16/hr–$17/hr
Entry level
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Montville Township, New Jersey, United States · On-site
Entry level$9.0B raised
Overview Allied Universal®, North America’s leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace…
Skills: Customer Service, Access Control, Security Monitoring, Emergency Response, Communication
Bridgewater Township, New Jersey, United States · On-site
Entry level$9.0B raised
Overview Allied Universal®, North America’s leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace…
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$55k–$80k/yr
Full-time
Posted 24d ago
Apply by Jul 17
~40 hrs/week
Responsibilities
Lead and develop a team of contact center agents to ensure high productivity and an outstanding customer experience. Oversee daily operations, manage escalated customer concerns, and collaborate with cross-functional teams to drive booking performance and revenue growth.
Requirements
Requires previous supervisory experience in a call center or customer service environment with strong coaching and KPI management skills. Experience with CRM systems, ADP payroll, and the home services or skilled trades industry is preferred.
Full job description
Overview
Call Center Supervisor (Onsite – Monroe, NJ)
Position Summary
Danley 911 Home Services has been serving New Jersey homeowners for over 100 years, providing trusted heating, cooling, plumbing, electrical, generator, and home comfort solutions. As a family-owned company built on quality workmanship, exceptional customer service, and technical expertise, Danley 911 delivers comprehensive home services that help keep homes safe, comfortable, and running smoothly year-round.
The Call Center Supervisor is responsible for leading the daily performance, productivity, and development of contact center agents while ensuring an outstanding customer experience. This onsite role provides coaching, performance management, workforce oversight, and escalated customer support, while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to drive booking performance, lead conversion, maintenance plan growth, and operational excellence across Danley 911's home services business.
Key Responsibilities
Team Leadership & Performance Management
Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, maintenance plan engagement, and revenue generation.
Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
Support onboarding and training of new hires while reinforcing Danley 911's customer-first culture.
Customer Experience & Escalation Management
Manage escalated customer concerns and ensure timely, professional resolution.
Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
Review customer feedback, surveys, and maintenance plan-related interactions to enhance the overall customer experience.
Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.
Contact Center Operations
Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
Assign and maintain agent skill groups and routing configurations.
Generate and analyze daily, weekly, and monthly operational reports.
Track and communicate key performance metrics to leadership.
Cross-Functional Partnership
Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness across HVAC, Plumbing, Electrical, Generator, and Home Services operations.
Support coordination between the contact center and field teams to ensure seamless customer experiences.
Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.
Administrative & Compliance Responsibilities
Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
Maintain accurate documentation related to coaching, performance management, and employee development.
Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.
What We're Looking For
Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
Strong coaching, communication, and employee development skills.
Experience managing KPIs, service levels, conversion metrics, and quality performance.
Ability to analyze operational data and drive continuous improvement.
Strong problem-solving and escalation management capabilities.
Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
Ability to thrive in a fast-paced, high-volume service organization.
HVAC, Plumbing, Electrical, Generator Services, Home Services, Retail Services, Skilled Trades, or Related Industry experience preferred.
Success Measures
Service Level Achievement
Appointment Booking & Conversion Rates
Customer Satisfaction (CSAT)
Quality Assurance Scores
Maintenance Plan Performance & Retention
Agent Productivity, Utilization & Adherence
Attendance, Engagement & Retention
Escalation Resolution Effectiveness
Coaching & Employee Development Outcomes
Payroll Accuracy & Operational Compliance
Work Location
Onsite – Monroe, NJ (Danley 911 Home Services Headquarters)
Join a trusted New Jersey home services leader and play a key role in delivering exceptional customer experiences while supporting the continued growth and success of Danley 911's Heating, Cooling, Plumbing, Electrical, and Generator services.
Danley 911 may conduct a pre-employment background check and drug test, subject to applicable law.
W. Danley Electrical Contracting is a full-service electrical contracting company servicing New Jersey for over 100 years. We offer residential and commercial services including: generator sales, installation and maintenance; all phases of electrical work including landscape lighting, pools/spas/hot tubs, kitchens and baths, additions and remodeling, service panel upgrades; smart home planning and installation; EV Charger sales and installation.
Offices: 9 Federal Rd, Monroe, New Jersey 08831, US
How much do Customer Service & Support jobs in New Jersey pay?
Based on 2137 listings with disclosed salaries, most customer service & support jobs in New Jersey pay between $50k–$110k per year. Individual offers vary with seniority, company size, and specialization.
How many Customer Service & Support jobs are open in New Jersey right now?
There are currently 16,195 open customer service & support positions in New Jersey listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in New Jersey?
Companies currently hiring include Domino's, CVS Health, Lowe's Companies, Inc., Starbucks, Allied Universal, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in New Jersey?
Yes — 833 of the 16195 open customer service & support positions offer remote or hybrid work (385 remote, 448 hybrid).
How do I apply for Customer Service & Support jobs in New Jersey?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.
Customer Service & Support jobs by city in New Jersey