Customer Service Supervisor 2nd Shift

Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance we deliver remarkable end-to-end experiences. And get the job done right at every step. Bringing innovative products the best people and the highest standards to every project.

Trusted by more than 1 million homeowners across the US and Canada we are Americas largest direct-to-consumer full-service provider of branded home services and products. Our products including the patented LeafFilter gutter protection system have earned numerous awards and recognition from Good Housekeeping Qualified Remodeler Angi Consumer Reports This Old House and other consumer review platforms.

We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience excellence and quality through 250 regional sales and installation offices and comprehensive field support offices in New York and Hudson Ohio. Were proud to say weve been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include:

Industry-best compensation packages Fully paid health dental andvision insurance 401k with company match Paid time off including paid parental leave Individualized career development programs On-demand lunch program Childcare assistance Free gym membership Employee assistance programs including legal financial planning and counseling Employee discount marketplace Employee Resource Groups such as VetConnect DEI Committee Womens Committee.

Position Summary: The Customer Service Supervisor is responsible for leading and developing a team of Customer Service Coordinators to deliver an exceptional customer experience. This role oversees daily operations monitors performance metrics coaches team members and ensures adherence to company policies and service standards. The Supervisor partners with leadership and cross-functional teams to improve processes drive employee engagement and support organizational goals.

Essential Duties and Responsibilities:

• Lead and supervise the daily operations of a team of Customer ServiceRepresentatives ensuring service productivity quality and attendanceexpectations are consistently met.

• Monitor workforce performance and operational metrics including callvolume service levels schedule adherence average handle time qualityscores and take appropriate action to achieve departmental goals.

• Coach develop and hold employees accountable through regularfeedback one-on-one meetings performance evaluations and correctiveaction or performance improvement plans when necessary.

• Drive employee performance and accountability by establishing clearexpectations conducting performance evaluations recognizingachievements addressing performance concerns and developinperformance improvement plans when necessary to support employeesuccess.

• Serve as the primary escalation point for complex customer issuesresolving concerns professionally while balancing customer satisfactionand business objectives.

• Partner with Training Quality Assurance Workforce Management andOperations teams to support employee development processimprovements and the successful implementation of businessinitiatives.

  Foster a positive customer-focused culture that promotes employee engagement continuous improvement teamwork accountability and adherence to company policies and service standards.

Experience and Minimum Qualifications:

• High school diploma or equivalent.
• 3 years of experience in service administration call center operations or related roles; previous supervisory or team lead experience strongly preferred.
• Strong organizational and multitasking abilities with a proven ability to manage team workflows.
• Excellent written and verbal communication skills.
• High attention to detail and accuracy.
• Ability to coach motivate and hold team members accountable.
• Proficiency using Microsoft Office Suite.
• Must be legally authorized to work in the country of employment without sponsorship for

employment visa status (e.g. H1B status).

Preferred Knowledge Skills Abilities or Certifications:

• Ability to type at least 50 words per minute.
• Experience in the home improvement/construction industry.
• Experience working in a direct-to-consumer organization

Travel Requirements:

• No travel required.

Overtime/Additional Hours Requirements:

• Additional hours may be required (exempt positions).

Physical Requirements:

• Normal office environment.
• Performs indoor work in a climate-controlled environment.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time.

Diversity and Inclusion Statement

Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

Equal Opportunity Statement Leaf Home will recruit hire train and promote persons in all job titles without regard to race color ancestry national origin gender identity or expression sexual orientation marital status religion age results of genetic testing veteran status or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the

Required Experience:

Manager