Builder Service Supervisor

Grand Appliance is proud to be recognized as a Top Workplace for 2026! This recognition reflects our commitment to a supportive culture and putting our people first, as well as the immeasurable dedication of all our employees. 

Position Summary 

The Builder Service Supervisor is responsible for providing a productive and motivating working environment and addressing any issues/disputes from builder customers by utilizing staff, tools, and relationships with builder customers.  This position will be responsible for overseeing a 3-person team with the opportunity for the team to grow over time as well as supporting and handling customer inquiries from builder customers.  This position will be based at our corporate office in Sturtevant, Wisconsin.

Responsibilities

• Handling customer inquiries from builder customers.
• Build and maintain strong customer relationships through individual work and team leadership.
• Handling of escalated complex issues from builder service team.
• Recruiting and training new hires and facilitating the professional growth of direct reports.
• Maintaining strong customer relationships with builder and business-to-business customers by overseeing and handling complaints, queries, and escalations.
• Monitoring and evaluating builder service agent interactions to maintain high professional standards.
• Identifying and implementing new strategies to better maintain customer journeys.  
• Tracking key performance indicators (KPIs) to measure the success of the builder service team.

Qualifications

• A high school diploma or equivalent is required.  An associate's degree or higher is preferred.
• At least 5 years of experience in customer service or retail leadership, especially in a call center environment.
• Prior experience working with corporate or B2B customers is preferred but not required.
• Previous experience with customer service software and CRM systems (NetSuite) is beneficial but not required.
• Strong leadership and interpersonal skills.
• Excellent communication skills, both verbal and written.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Availability to handle emergency inquiries from customers that may include overtime or extended hours.

Competitive Wages, Benefits, and Growth Opportunities

We understand that our employees are the backbone of our success, and we are committed to providing them with competitive wages and comprehensive benefits packages. We believe in investing in our team members, nurturing their talents, and offering opportunities for personal and professional growth within our company. When you join Grand Appliance and TV, you become part of a supportive and collaborative work environment that values your contributions and empowers you to reach your full potential.  The expected hourly compensation for this position is between $19.00 - $25.00 per hour, and includes access to benefits including health insurance, retirement savings options, and more.

Our Mission: Serving Customers for a Lifetime

At Grand Appliance and TV, our mission is clear and unwavering: we are dedicated to serving our customers for a lifetime. This commitment extends beyond providing exceptional appliances; it's about building lasting relationships based on trust, integrity, and outstanding service. We believe that our customers deserve nothing less than the best, and we strive to exceed their expectations at every turn.

Equal Opportunity Employer

Grand Appliance and TV is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.