Call Center Supervisor | Customer Experience Manager (CEM)

Company: Chicago Pressure Washing Systems
Location: Cicero
Posted on: April 3, 2026

Job Description:

Job Description Job Description Position: Call Center Manager | Customer Experience Manager (CEM) Classification: Exempt Summary/Objective We are seeking an experienced and motivated Call Center Manager | Customer Experience Manager (CEM) to lead and develop our customer service team. This role ensures the team consistently meets performance targets through coaching, training, and hands-on management. The Call Center Manager | Customer Experience Manager (CEM) oversees daily operations, monitors team performance, and enhances the customer experience by ensuring high-quality service and effective resolution of customer concerns. The ideal candidate is a strong leader with excellent communication, problem-solving, and analytical skills, who thrives in a fast-paced environment and is committed to fostering a customer-focused culture. Key Responsibilities Team Management & Development - Hire, train, and mentor Customer Experience Specialists to ensure team effectiveness and development. - Monitor, evaluate, and provide feedback on individual and team performance. - Develop long-term goals, department plans, and succession strategies for team growth. - Provide backup support for phone duties as necessary. Customer Experience & Issue Resolution - Serve as final escalation point for complex or sensitive customer issues. - Ensure customer concerns are handled professionally and promptly. - Analyze customer feedback and trends to identify areas for improvement in service delivery. - Recommend and support improvements to existing products and services. Performance Monitoring & Reporting - Develop and manage Customer Experience KPIs, including call time, customer satisfaction, and other performance metrics. - Monitor team adherence to CRM and business line software processes. - Collaborate with Sales and Operations to ensure seamless customer experiences. Product & Process Knowledge - Gain and maintain knowledge of company products, services, and processes (residential and commercial). - Provide first-line support and guidance on CRM and other business line software. Core Competencies - Leadership & Team Development – Ability to coach, mentor, and guide team members effectively. - Customer-Focused Mindset – Advocating for customers and ensuring satisfaction at all touchpoints. - Problem Solving & Conflict Resolution – Handling escalations and resolving complex customer issues. - Analytical Skills – Using data to identify trends and implement solutions. - Communication Skills – Clear verbal and written communication with customers, team members, and management. - Organization & Time Management – Managing multiple priorities and deadlines efficiently. - Technical Proficiency – Familiarity with CRM systems, call handling software, and office productivity tools. Supervisory Responsibilities Directly supervises the customer experience team, providing guidance, training, and performance evaluations. Work Environment This role operates entirely in a professional office setting. Standard office equipment is used, including computers, phones, printers, and scanners. Physical Demands - Ability to sit, stand, and operate computers and phones for extended periods. - Occasional lifting of light materials (up to 25 lbs) for filing or office tasks. Schedule and Availability - Full-time, standard business hours with flexibility for occasional evenings or weekends to support team and customer needs. Required Qualifications - Proven experience managing a customer service or customer experience team. - Strong communication, leadership, and problem-solving skills. - Experience with CRM systems and call center or customer support software. - Ability to handle sensitive customer information confidentially. Preferred Qualifications - Experience in residential and commercial service industries. - Demonstrated success in managing KPIs and improving customer satisfaction metrics. - Knowledge of multi-channel customer communication (phone, email, chat). Compensation and Benefits - Hourly Rate: $55,000.00 - $65,000 per year - Health Insurance options - 401(k) Retirement Plan - Employees accrue paid sick leave as required by Illinois’ Paid Leave for All Workers Act (PLAWA). No additional PTO is provided. - Employees accrue paid vacation in accordance with company policy. Company Description Pressure Washing Systems Environmental, Inc. is the largest most diversified full-service pressure washing company in the Midwest offering a wide range of services to the Chicago Metropolitan area, Southern Wisconsin, Northwest Indiana, and Los Angeles California regions. With over 20 years of experience in the pressure washing business, we have the knowledge and experience to handle any clean-up job successfully. With a fleet of over 40 totally self contained trucks PWS Environmental, Inc. has the ability to complete any cleaning project on time and within budget while always keeping the environment in mind. We look forward to becoming a part of your team PWS Environmental, Inc. provides unparalleled service, competitive pricing, and unique comprehensive solutions for your cleaning needs. Through teamwork we can execute a variety of work, no matter the size of the job. PWS Environmental, Inc. is poised to help you develop an effective and cost-efficient solution to your cleaning needs; with our conscientious and professional staff, we will roll up our sleeves and do whatever it takes to get the job done. We manage everything from the routine maintenance cleanings of national chains with thousands of locations, to the delicate restoration of a single historic landmark structure. At PWS, we realize that our company’s success depends on our customers’ satisfaction. We strive to exceed your expectations with our professionalism, pricing and the quality of our work. Company Description Pressure Washing Systems Environmental, Inc. is the largest most diversified full-service pressure washing company in the Midwest offering a wide range of services to the Chicago Metropolitan area, Southern Wisconsin, Northwest Indiana, and Los Angeles California regions. With over 20 years of experience in the pressure washing business, we have the knowledge and experience to handle any clean-up job successfully. With a fleet of over 40 totally self contained trucks PWS Environmental, Inc. has the ability to complete any cleaning project on time and within budget while always keeping the environment in mind. We look forward to becoming a part of your team PWS Environmental, Inc. provides unparalleled service, competitive pricing, and unique comprehensive solutions for your cleaning needs. Through teamwork we can execute a variety of work, no matter the size of the job. PWS Environmental, Inc. is poised to help you develop an effective and cost-efficient solution to your cleaning needs; with our conscientious and professional staff, we will roll up our sleeves and do whatever it takes to get the job done. We manage everything from the routine maintenance cleanings of national chains with thousands of locations, to the delicate restoration of a single historic landmark structure. At PWS, we realize that our company’s success depends on our customers’ satisfaction. We strive to exceed your expectations with our professionalism, pricing and the quality of our work.

Keywords: Chicago Pressure Washing Systems, South Bend , Call Center Supervisor | Customer Experience Manager (CEM), Customer Service & Call Center , Cicero, Indiana