Service Support Supervisor

Description

About Us

PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers.

Join Our Power Team!We invest in high-value and cost-effective benefits for our employees. Our benefits package includes:

• Medical, dental, vision, and life insurance coverage

• Competitive pay and a matching 401(k) plan

• Vacation, Company Holidays, Paid Time Off (PTO – personal and sick days)

• Flexible Spending Accounts / Health Savings Account

• Wellness Incentive Programs

• Employee Referral Program

• Tuition Reimbursement

PowerSecure is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law. This position is not open to third-party recruiters.

Job Summary:

The Service Support Supervisor plays a key leadership role in delivering exceptional customer experience by overseeing the service coordination team and managing the dispatch process. This role ensures clients receive timely, professional, and effective service from initial contact through resolution. The position emphasizes customer satisfaction, operational excellence, and proactive communication.

Minimum Qualifications:

• High School diploma required; additional degree preferred

• 4+ years in a service-based scheduling environment

• Strong customer service and scheduling experience

• Familiarity with sales and contract language

• Process-oriented with excellent organizational skills

• Proficient in Microsoft Office; ERP/service management system experience

• Strong analytical and critical reading skills

• Ability to manage deadlines and multitask in a fast-paced environment

• Excellent verbal and written communication skills

• Proven leadership and team development skills

• High integrity and unbiased decision-making

  Key Responsibilities:

• Forecast and manage scheduling challenges across subregions

• Drive continuous improvement and implement creative service solutions

• Track and report on KPIs for Service Support functions

• Hire, coach, and manage Service Coordinators with support from Director of Operations

• Approve time entries, time off, and manage direct report functions

• Administer company policies fairly and consistently

• Conduct performance evaluations and maintain coaching records

• Lead coordinator functions including escalations, training, and scheduling

• Maintain reference materials and templates for the team

• Provide dependable support across all PowerSecure divisions

• Present findings and lessons learned to leadership

  Work Environment & Physical Demands:

• Perform quality work with or without supervision

• Collaborate professionally with employees, customers, and suppliers

• Work independently and as part of a team

• Communicate and coordinate effectively

• Treat all individuals with respect and dignity

  Disclaimer:

This job description outlines the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, and qualifications required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.Operating Company: PowerSecure