VB
Customer Service - Supervisor
full-time•McClellan Park
About this role
Beginning in 1947 with just one man, Del Beutler, Villara has been offering innovative products and services and outstanding customer service for more than seven decades all thanks to the people that work here. We fulfill our mission by recruiting, training, promoting and rewarding an incredible team of individuals whose commitment to creating and developing peerless products and services allows our business to flourish. We know we can rely on Villara's values and guiding principles and we benefit from Villara's commitment to our on-going professional and personal development.
We believe in Building People…Building Trust…Building Dreams.
Position Overview
The Customer Service Supervisor provides frontline leadership for the Home Services and Warranty customer service teams, ensuring consistent execution of daily operations and a strong customer experience. This role focuses on coaching team members to meet performance expectations, reinforcing standard work, conducting standard work audits, and identifying continuous improvement opportunities within established processes.
The Supervisor plays a key role in translating expectations into daily action, supporting team development, and keeping operations running smoothly during business hours.
Core Responsibilities
People Leadership & Development
• Supervise CSRs and Dispatchers across Home Services and Warranty
• Conduct regular 1:1 coaching sessions tied to KPIs and behaviors
• Provide clear, documented performance feedback
• Reinforce training, scripts, and standard work
• Address attendance, adherence, and conduct issues
• Foster a professional, accountable team culture
Performance Management & KPIs
• Drive performance against assigned KPIs
• Monitor daily and weekly performance reports
• Identify gaps and apply coaching or corrective action
• Support performance reviews and documentation
Operational Execution – Call Center & Dispatch
• Ensure inbound and outbound calls follow standards
• Supervise dispatch execution within defined rules
• Ensure outbound calling is completed as directed
• Handle escalations within guardrails
• Provide backup support during high call volume
Operational Execution – Warranty
• Ensure warranty workflows are followed accurately
• Monitor documentation and timeline adherence
• Coach correct handling of warranty calls
• Escalate recurring issues or edge cases
Staffing, Scheduling & Capacity
• Create and maintain weekly schedules
• Ensure queue coverage from 8:00 a.m. – 5:00 p.m.
• Manage PTO, breaks, and day-of adjustments
• Ensure no overtime is worked
• Adjust availability in ServiceTitan capacity planner to match demand
Standard Work & Continuous Improvement (Lean)
• Maintain and reinforce standard work documentation
• Conduct regular standard work audits
• Coach adherence to standard work
• Update documentation for approved changes
• Identify and escalate continuous improvement opportunities
AI Quality Monitoring
• Monitor AI-supported interactions
• Identify and document AI issues
• Assist with testing approved AI changes
Communication & Collaboration
• Communicate expectations and updates clearly
• Escalate risks and trends with context
• Partner with leadership on continuous improvement
Qualifications
Required:
• 2+ years supervising customer service or call center teams
• Required industry background in HVAC and/or plumbing home services
• Experience coaching to metrics
• Strong communication and documentation skills
Work Environment
• Call center environment with moderate noise
• Prolonged computer and headset use
• Flexibility during peak periods
Villara Corporation is an equal opportunity employer. In compliance with all Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sex stereotype, gender, transgender, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, sexual orientation, military or veterans status or any other legally protected status. We are prepared to make reasonable accommodation, as necessary, per the Americans with Disabilities Act for our application and interview process. If you require accommodation, please notify Human Resources. Villara Corporation conducts drug testing in accordance with our “Zero Tolerance” drug policy. Villara Corporation is an “At-Will” employer as defined by the California Labor Code.
What you'll do
- The Customer Service Supervisor leads the Home Services and Warranty customer service teams, ensuring effective daily operations and a positive customer experience. This includes coaching team members, monitoring performance, and identifying areas for continuous improvement.
About Villara Building Systems
Villara is one of the nation’s largest mechanical contractors. With offices throughout Northern California and projects throughout the state, Villara designs, installs, maintains, repairs, and replaces HVAC, sheet metal, plumbing, and solar systems in single-family and multi-family residential projects and commercial buildings. With a 75+ year history for innovation, quality, and integrity, Villara is a respected trade contractor with extensive manufacturing, warehousing/ distribution, construction, and service operations.
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Frequently Asked Questions
What does a Customer Service - Supervisor do at Villara Building Systems?
As a Customer Service - Supervisor at Villara Building Systems, you will: the Customer Service Supervisor leads the Home Services and Warranty customer service teams, ensuring effective daily operations and a positive customer experience. This includes coaching team members, monitoring performance, and identifying areas for continuous improvement..
Is the Customer Service - Supervisor position at Villara Building Systems remote?
The Customer Service - Supervisor position at Villara Building Systems is based in McClellan Park, California, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Service - Supervisor position at Villara Building Systems?
You can apply for the Customer Service - Supervisor position at Villara Building Systemsdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.