About this role
*Customer Service Representative* - *Supervisor*
Take ownership of our Customer Service Operations and lead a high-performing team.
Ainger Group Roofing and Exteriors is looking for a decisive, proactive CSR Supervisor to
lead our client coordination efforts. If you are an independent problem-solver who
thrives when taking charge of operational workflows, managing team performance, and
driving customer solutions, this role is built for your skillset. You will have the freedom to
refine daily client coordination processes while ensuring our service team hits clear
performance targets every day.
We are not looking for a passive manager; we need a hands-on leader who sets the
pace, addresses operational roadblocks immediately, and holds their team to high
standards. You will manage incoming customer inquiries, streamline scheduling, and
mentor frontline customer service representatives to maintain reliable service delivery.
*What You Will Love About This Role*
You will have the autonomy to run your department, implement process improvements,
and directly influence the growth of a growing, established regional contractor.
* Direct ownership over customer coordination workflows and team performance metrics. * A fast-moving workday filled with diverse, complex problem-solving challenges. * The opportunity to mentor, train, and develop your own customer service team. * Clear tracking of your department?s operational wins and service accuracy. * Direct collaboration with senior leadership to optimize the Ainger Advantage process.
On a typical day, you will monitor live customer queues, resolve escalated coordination
issues, audit team communications for high accuracy, and provide direct feedback to
your staff to maintain quick response times and dependable service.
*The Kind of Person Who Excels Here*
* An assertive self-starter who naturally steps into leadership and takes immediate accountability for outcomes. * A focused coordinator who manages a high volume of moving parts with poise and clear direction. * A goal-oriented communicator who provides direct, factual, and instructional feedback to team members. * A systematic organizer who respects structured workflows but adapts quickly when weather or project schedules shift. * A protective mentor who takes pride in building a highly disciplined, customer-focused team.
*Company Overview*
Founded in 1990, Ainger Group Roofing and Exteriors is a second-generation, family-
owned roofing and exteriors contractor that has built a reputation across Central Ontario
on transparency and process-driven standards. Craftsmanship from the top down, serving homeowners and commercial clients from Barrie to Muskoka, our service model is centered on the Ainger Advantage?a documented system featuring a Pre-Project Concierge, a dedicated Project Manager, and a Homeowner Protection Report to ensure zero surprises for our clients. With over 20,000 completed projects and a 4.9-star average across more than 1,500 Google reviews, we combine the personal accountability of an owner-operated firm with the modern, professional systems necessary for consistent growth. We believe in investing in our people, maintaining safe job sites, and delivering clear results to our community.
*What You?ll Be Responsible For*
* Supervising daily client service operations, tracking inbound volumes, and assigning team tasks. * Auditing customer files, documentation, and scheduling logs to ensure high accuracy and completeness. * Handling escalated client inquiries with consultative, authoritative, and professional resolution. * Conducting regular performance reviews, team training sessions, and instructional coaching. * Monitoring department KPIs to ensure consistent execution of the Ainger advantage process.
*What We're Looking For*
* Proven experience in a supervisory or leadership role within an operations or client coordination center. * Strong verbal and written communication skills with a clea