Service Plan Support Supervisor

Job Description:

Position Summary:
This role functions as the operational quarterback for Service Agreement Support — owning daily execution, team accountability, collections performance, payment operations, and process flow while enabling leadership to focus on larger initiatives and strategic growth of the service plan portfolio.

Job Summary: 

Daily Team Oversight & Workflow Management

• Lead daily agreement support operations
• Prioritize and assign team work
• Run huddles and set daily priorities
• Resolve bottlenecks and escalate issues
• Manage inboxes, renewals, imports, and queues

Collections & Delinquency Leadership

• Lead collections outreach and accountability
• Monitor 61–90 and 91–120+ day aging
• Resolve unapplied cash on aged AR
• Track recoveries and cancellation trends
• Identify root causes of delinquency
• Make account decisions as needed

Payment Operations Ownership

• Monitor payment failures and declines
• Investigate billing and payment issues
• Manage ACH declines and chargebacks
• Escalate systemic payment issues
• Spot trends affecting collections

Quality Assurance & Process Compliance

• Audit work for accuracy and SOP compliance
• Review contract setup and renewal quality
• Ensure consistent team processes

Training & Coaching

• Coach and develop team members
• Train staff on systems and workflows
• Provide performance feedback
• Address skill gaps

Reporting & Operational Metrics

• Track payment failure trends
• Monitor churn and cancellation drivers
• Report on productivity and queue health
• Recommend actions to leadership

Continuous Improvement

• Identify process gaps and inefficiencies
• Recommend automation and workflow improvements
• Maintain SOP documentation
• Lead improvement initiatives

Working Conditions:

• Open office environment.
• Some overtime required as special projects arise.

Minimum Requirements:

• High school diploma or equivalent
• 3+ years of experience in operations, customer support, collections, billing, or agreement/service contract administration
• 2+ years of experience leading, coaching, or coordinating the work of a team preferred
•  Experience managing workflows, work queues, or operational processes in a fast-paced environment
• Experience handling customer payment processing, recurring billing, collections, accounts receivable, or delinquency management
• Prior experience with collections, aged AR management, or payment processors

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Business, Finance, Operations, or a related field preferred
• Experience working with ERP systems, service agreement platforms, or recurring payment systems
• HVAC, home services, or service plan industry experience preferred

Additional Knowledge, Skills and Abilities:

• Leadership skills and effective leadership behaviors
• Analytical problem-solving, Systems thinking, Process optimization
• Ability to work independently and as part of a team
• Strong work ethic
• Capable of making good judgments/decisions
• Strong interpersonal communication and collaboration skills, with all levels of the organization
• Able to work in a fast-paced, high-pressure environment
• Proactive mindset
• Strong organizational skills, attention to detail and the ability to multi-task
• Ability to build positive relationships with customers, both internal and external
• Willingness and ability to work collaboratively with all levels of the organization
• Safety mindset and acceptance of a safety culture

Physical Requirements:

• Must be able to lift/move up to 10 pounds frequently
• Must be able to drive and operate a motorized passenger vehicle
• Must be able to wear required personal protective equipment (PPE) including but not limited to hard hat, safety glasses, ear plugs, masks/respirators, reflective safety vests, gloves and safety toe, construction-grade work boots
• Must be able to adhere to long periods of standing, walking or sitting
• Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other equipment safely.
• With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception
• Ability to express or exchange ideas by means of the spoken word to impart oral information to others 
• Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad
• Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools

Airtron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.