Customer Service Manager (Virtual)

Got Bugs Termite and Pest•Alpharetta, GA

6d•Remote

About The Position

got bugs? Termite & Pest Solutions is seeking an experienced, organized, people-focused manager to lead its growing virtual customer service representative (CSR) team, which also serves as the inside sales team. The manager oversees inbound calls and leads, tracks sales performance, ensures customer interactions meet company standards, and handles escalated customer issues. The role combines people development with process management. Responsibilities include hiring, onboarding, training, coaching, and holding regular one-on-ones and team meetings. The manager monitors and grades calls for script adherence and service quality, tracks KPIs, and prepares reports for leadership. They also oversee CRM and software use, lead follow-up and response times, process documentation, schedules, time-off coverage, and weekend staffing. The manager leads a daily morning meeting and maintains frequent communication with the remote team. got bugs? Termite & Pest Solutions is a local, family-owned company serving the metro Atlanta area since 2006. The company emphasizes customer care throughout the customer relationship.

Requirements

At least 3 years of management or supervisory experience in customer service, inside sales, or a call center environment.
Must be based in the United States.
Available Monday through Friday, 8 a.m. to 5 p.m. EST, with occasional weekend availability as needed.
Strong coaching and communication skills, with the ability to motivate and develop others.
Comfortable analyzing data and using it to guide decisions and improve team performance.
Strong proficiency with CRM systems and office software.
Able to communicate clearly and professionally in English so customers and team members can easily understand.
Highly organized, with strong attention to detail and the ability to prioritize in a fast-paced environment.
Proactive problem-solver who can work independently and take ownership of outcomes.
Customer-service oriented, with a genuine commitment to resolving issues professionally.

Nice To Haves

Previous experience managing a remote team.
Experience in home services, pest control, roofing, HVAC, plumbing, or a similar industry.

Responsibilities

Manage and support the virtual CSR team, which also serves as the inside sales team.
Hire, onboard, and train new CSRs.
Lead daily morning huddles, team meetings, and regular one-on-ones with direct reports.
Monitor and grade calls for script adherence and service quality.
Track sales numbers and KPIs, and run reports for leadership review.
Handle escalated customer issues and complaints.
Manage inbound calls and leads, stepping in on the phones to support the team as needed.
Oversee CRM and software usage to ensure accuracy and efficiency.
Manage lead follow-up and responses to inbound inquiries, emails, and texts.
Assist with internal process and procedure documentation.
Manage schedules, time-off requests, and weekend coverage for the team.
Lead ongoing team training and development.
Collaborate with leadership on customer service and sales goals.