About the Role

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

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

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

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.