Customer Service Supervisor
Full Time • Sparks Glencoe
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Opportunity for advancement
- Training & development
- Vision insurance
SERVPRO's former Franchise of the Year, Team Wall, is looking for our next great hero!
Who are we? Feel free to check us out: https://www.instagram.com/servproteamwall/?hl=en
About SERVPRO Team Wall
At SERVPRO Team Wall, we’re more than a restoration company; we’re a team that helps people recover, rebuild, and move forward when disaster strikes. Our success comes from dedicated, driven team members who value collaboration, excellence, and growth. We’re proud to create a workplace where your leadership, critical thinking, and passion for customer service make a lasting impact.
About the Role
The Intake & Customer Service Supervisor plays a key mentorship role in ensuring a seamless customer experience from the first call through project completion. This position requires mastery of the intake process, a sharp eye for detail, and the ability to support and guide Intake & Customer Service Coordinators while also stepping into leadership or field roles as needed.
You’ll thrive in this position if you’re a natural problem solver, strong communicator, and coach who enjoys supporting others, improving systems, and keeping operations running smoothly in fast-paced environments.
This is an excellent opportunity for someone looking to build a long-term career with a company that values teamwork, professional development, and leadership growth.
This is an on-site position in our Hunt Valley/Sparks Glencoe, MD office.
Key Responsibilities
- Lead and support the Intake Team by modeling SERVPRO Team Wall’s standard operating procedures and ensuring excellence in communication, organization, and execution.
- Oversee and audit intake processes to ensure accuracy and efficiency in job documentation, scheduling, and communication.
- Assist with coaching and mentoring Intake Coordinators through collaborative one-on-one meetings, feedback sessions, and ongoing training opportunities.
- Deliver exceptional customer service by clearly communicating expectations, gathering critical information, and ensuring customers feel heard and supported.
- Support after-hours operations by providing guidance and leadership to remote team members when needed.
- Conduct regular quality audits, review reports, and identify process improvements to enhance team performance.
- Demonstrate flexibility and initiative by taking on additional responsibilities and learning opportunities to strengthen your leadership and industry knowledge.
- Serve as the primary backup for the Intake Operations Manager, stepping into leadership or field roles as needed.
Qualifications
- 2+ years of experience in a Customer Service Supervisory role or an administrative, operations, or coordination role (preferably within service, logistics, or restoration industries).
- Leadership or coaching experience with the ability to guide and develop team members.
- Strong organizational, communication, and problem-solving skills.
- High attention to detail with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office Suite and comfort learning new software systems
- Ability to remain calm and professional under pressure and model a positive, team-first attitude.
- Flexibility to assist with after-hours questions or support
- Ability to travel off-site or act as back-up to the Intake Operations manager for potential extended periods
What We Offer
- Competitive salary and benefits package.
- Opportunities for career advancement and leadership development.
- Ongoing training and certification programs through SERVPRO U and other learning platforms.
- Supportive, team-oriented environment where your voice and initiative matter.
- Stability and growth within a nationally recognized, trusted brand.
Join Our Team
If you’re a self-starter with strong leadership instincts who wants to grow with a company that values integrity, teamwork, and service excellence, we’d love to hear from you.
Apply today to join SERVPRO Team Wall and take the next step in your career!
Compensation: $55,000.00 - $60,000.00 per year
Picture yourself here fulfilling your potential.
At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.
All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.
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Career Development
Service to the Community
Being Part of a Team
Stability & Growth