Installation Support Specialist Supervisor

Champion Window - Installation Support Specialist Supervisor

As the Installation Support Specialist Supervisor, you will be responsible for leading and managing CI Team staff within their division, ensuring exceptional customer support and smooth coordination across various touchpoints. This role plays a critical part in confirming that installations are completed according to contract terms, all necessary documentation is accurately entered into the CRM for invoicing, and customer satisfaction is achieved.

· Provide direct supervision and leadership to CITeam agents, ensuring adherence to performance, attendance, reliability, and productivity standards

· Collaborate with customers and subcontractors during the installation process to support successful project completion

· Audit job documentation and system data in alignment with policies and procedures to ensure timely and accurate invoicing

· Follow up with customers post-installation to collect final payments and any outstanding documentation required for billing

· Manage inbound communications to resolve issues efficiently and professionally

· Serve as a liaison between divisions, ensuring all post-installation needs, services, or missing documentation are identified and addressed promptly

· Uphold and enforce company procedures related to customer experience, promoting consistent and high-quality service across all interactions

· Support the development and accuracy of training materials, SOPs, and process documentation

· Lead hiring, onboarding, and continuous training efforts for new and existing team members

· Act as the first point of contact for escalations and provide support to the team and divisions as needed

· Conduct regular 1:1s with team members to review performance, provide coaching, and support development

· Provide overflow coverage and assist with operational needs during peak times or absences

· Perform other duties and projects as assigned

· High school diploma or GED equivalent

· 5 year’s customer service experience

· Experience in home improvement industry a plus

· Attention to detail

· Strong organizational and time management abilities

· Excellent communication, collaboration, and problem-solving skills

Champion Window is an Equal Employment Opportunity Employer

If you need assistance with completing the online application due to a disability, please contact Champion Window.

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Also, we offer a competitive compensation package that includes medical/dental/vision/disability coverage, 401(k), flex spending account and more.