Customer Service Manager

PestCo LLC • Irving, TX

17h • $58,000 - $70,000

About The Position

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team and provide exceptional customer experience. This role involves managing the daily operations of our customer service team/department, ensuring customer satisfaction, and driving continuous improvement in service quality.

Requirements

• 3 years of proven success in leading and managing high-performing customer service teams, with a strong track record of driving customer satisfaction and operational excellence.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage high-pressure situations and resolve customer concerns effectively.
• Strong organizational and time-management abilities.
• Excellent conflict resolution and interpersonal communication skills.
• Ability to work independently while adhering to established policies and procedures.
• Keen attention to detail and a proactive approach to problem-solving.
• Strategic thinking with the ability to interpret performance trends and implement corrective actions.

Nice To Haves

• Experience in prioritizing tasks and managing competing deadlines.
• Strong understanding of business performance metrics and their drivers.
• Project management experience, including planning, execution, and reporting.

Responsibilities

• Lead, train and motivate a team of Customer Service Representative’s Day-to-day activities and schedules.
• Review, approve and submit accurate and timely semi-monthly timecards and payroll data with tight timelines.
• Provide ongoing coaching, performance management feedback/guidance to Customer Service Representatives (CSRs).
• Ensure compliance with company policies and procedures to maintain consistent and superior customer experience.
• Monitor, analyze, and report on key performance indicators (KPIs and customer feedback) to identify areas of improvement to the customer experience.
• Ensure that customer service software, tools, and resources are utilized effectively.
• Conduct regular audits of customer service processes to ensure quality and efficiency.
• Identify operational needs and deliver solutions to enhance service delivery and team efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees