Customer Service Supervisor

Job overview

The Customer Service Supervisor is an onsite, full-time role in Waterford, MI, paying $60,000 per year. The schedule is Monday through Friday, 7:30 a.m. to 4:30 p.m. Kotz Heating & Air is a locally owned company serving Oakland County since 1929 with heating, air conditioning, plumbing, indoor air quality, and water treatment services. This hands-on supervisor leads customer service representatives, coordinators, and dispatchers while also handling customer calls and office work. The role supports HVAC and plumbing operations by coordinating appointments, coaching staff, resolving concerns, and monitoring service and booking performance.

What you'll do

• Oversee daily customer service activities
• supervise and motivate representatives, coordinators, and dispatchers
• answer calls and book HVAC, plumbing, maintenance, diagnostic, and estimate appointments
• maintain ServiceTitan records and documentation
• prepare performance reports and monitor booking results
• resolve complaints
• review customer interactions
• coach staff
• participate in hiring, onboarding, performance improvement, and training.

What we're looking for

Skills & competencies

customer service supervisor

waterford mi

kotz heating & air

$60,000/year

monday–friday

7:30 a.m.–4:30 p.m.

hvac

plumbing

servicetitan

team coaching

appointment booking

customer complaints

Work arrangement

• Weekend coverage required

Benefits & perks

• Company-paid 50% medical coverage for employee and dependents
• dental and vision insurance
• company-paid life insurance
• 401(k) with match
• six paid holidays
• nine accrued paid days off
• bereavement pay
• onsite fitness center.

Why this role

Prior lead or supervisor experience required; HVAC, plumbing, or home-service customer service experience preferred. ServiceTitan experience is a plus.

About the employer

Kotz Heating & Air is hiring for this role. Industry: Plumbing, Heating, and Air-Conditioning Contractors. Sector: 23.