Customer Service / Dispatch Supervisor

Customer Service / Dispatch Supervisor

Location : Grand Rapids, MI

Vander Hyde Mechanical, a family-owned company proudly serving West Michigan for over 35 years, is seeking a Customer Service / Dispatch Supervisor to lead and support our Customer Service Representatives (CSRs).

We're a trusted leader in Heating, Cooling, Plumbing, and Electrical services for both residential and commercial clients. Integrity, technical expertise, and high-quality service are the guiding principles of the Vander Hyde team - and we're looking for a leader who shares those values.

About the Role

The Customer Service Supervisor is responsible for overseeing the daily work of our CSRs and Dispatchers. This role ensures calls are answered promptly, service is scheduled efficiently, and customers receive an excellent experience from start to finish. The Supervisor also provides coaching, support, and training to the team while maintaining smooth day-to-day operations. In addition, this role collaborates with company leadership and field managers to keep the customer service department aligned with overall operational goals.

Key Responsibilities

• Supervise the daily performance of CSRs and Dispatchers
• Provide coaching, mentoring, and training to team members
• Monitor call handling, scheduling, and dispatching for accuracy and efficiency
• Ensure company policies, procedures, and service standards are followed
• Handle escalated customer calls and resolve issues professionally
• Assist in answering customer calls as needed, including escalations
• Assist with scheduling coverage and managing workload distribution
• Report on customer service performance, call volumes, and team metrics to leadership
• Collaborate with leadership and field managers to ensure the customer service department is aligned with operational goals and consistently supporting technicians in the field

What We're Looking For

What We Offer

Job Type : Full-time, in-office position

Schedule : Monday–Friday, 8 : 00 a.m.–5 : 00 p.m.

Pay Range : $24 - $30 per hour (based on experience)

Visit our website to learn more :