Customer Service Manager - Call Center

American Pest•Richmond, VA

13d•Onsite

About The Position

If you're a seasoned call center leader looking for your next opportunity to help develop and lead a quickly growing team, we'd love to hear from you! American Pest is currently looking for a true "Service Leader" to take the role of Customer Service Manager out of our Richmond office to lead a new, growing team of Customer Care Representatives. American Pest is always on the lookout for top-talent and when we find it, we give it a home. We offer a stable career opportunity with a company that is growing daily. In fact, we tripled in size in the last six years and with that kind of growth many doors are opened to bring in great new people that will help support that kind of rapid expansion. Our business thrives off hiring A-players so if this sounds like the place for you - let's talk!

Requirements

At least 2 years of experience in call center leadership at the supervisor or manager level.
The ability to work onsite 5 days per week
Experience leading teams in high-volume customer environments - this includes but is not limited to: Interviewing and hiring
Coaching and development
Building a positive, engaged, high-performance culture
Serving as the local voice and ambassador for the Customer Care team
The ability to clearly and effectively communicate goals, expectations, and feedback
Proficiency in actively listening to understand team members' perspectives and concerns
A track record of fostering a collaborative environment where team members feel valued and included
The ability to be adaptable and flexible in a fast-paced working environment
Competency in writing reports, business correspondence, and procedure manuals
The demonstrated capacity to effectively present information and respond to questions from leaders, agents, and customers
The ability and willingness to periodically travel to other locations in Virginia as well as the headquarters in Maryland
Experience reading, analyzing, and interpreting business data/reports
Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
The ability to lead a team using a Service Leadership methodology
The ability to multi-task and prioritize competing responsibilities according to urgency and importance
Well-developed organization and time management skills
The ability to read, write, speak, and comprehend English
Legal eligibility to work in the U.S.

Nice To Haves

Experience with PestPac or similar field service management software preferred
Familiarity with pest control operations, scheduling, or service deliver a strong plus

Responsibilities

Assist in developing and maintaining performance standards, measurements, and corrective devices all geared towards accomplishing call center goals and objectives.
Conduct initial and ongoing training of your team while holding the group accountable to departmental KPIs.
Frequently report to leadership, examine ways to increase call quality, and overall ensure compliance with company policies.

Benefits

Blue Cross Blue Shield medical PPO options
Delta Dental and Vision
Prescription drug program
Flexible Spending Accounts (FSA) for medical and childcare expenses
Health Savings Plans (HSA) available with qualified plans
Competitive hourly compensation with overtime above 40 hours
401(k) Savings Plans (Traditional & Roth)
Life insurance and short-term disability 100% company paid (with options to buy up)
Long-term disability, Accident, Critical Illness, and Hospital Indemnity insurance options
Enjoy stable, year-round employment with opportunities for growth
Paid training
A take home company vehicle for field positions
Paid time off and eight paid holidays
A peer-to-peer employee recognition program
Opportunities for advancement