Customer Service Manager
About The Position
At Romex, exceptional customer care is at the heart of everything we do and that starts with the people who lead our Customer Service team. We're looking for a Customer Service Manager who's ready to guide a talented CSR team, sharpen their performance, and build a service experience customers genuinely trust. This is more than a management role; it's a chance to shape how a growing pest control company shows up for its customers every single day. You'll coach and develop your team, drive the KPIs and quality standards that keep operations running at their best, and act as the connective tissue between Customer Service, Sales, and our technicians in the field. You'll have real influence on department strategy, real autonomy to build the team culture you want to see, and real support to bring both your in-office and remote CSRs together as one team. If you're looking for a role where your leadership is seen, your ideas are heard, and your impact is measurable, Romex is where you build that career.
Requirements
- 2+ years of leadership experience
- Pest control industry knowledge
- FieldRoutes CRM proficiency (Required)
- Proven track record of meeting or exceeding department objectives
- Excellent communication, leadership, and problem-solving skills
Responsibilities
- Support and lead the CSR team in day-to-day operations, serving as a reliable point of guidance and support
- Conduct regular one-on-one meetings with team members to provide constructive feedback and encourage ongoing professional growth
- Foster a positive, inclusive team environment through recognition programs, friendly competitions, and consistent communication
- Ensure remote team members feel connected, supported, and included as valued members of the team
- Monitor weekly performance metrics, including call volume, missed calls, alerts, and availability
- Partner with team members to set individual goals and support them in achieving performance benchmarks
- Conduct regular quality checks on calls, alerts, and scheduling accuracy to uphold high service standards
- Deliver constructive feedback and coordinate retraining as needed to maintain consistent service quality
- Onboard and train new hires, and develop clear, useful guides and resources for the CSR team
- Provide ongoing learning opportunities and coaching to support continuous improvement across the team
- Communicate proactively and effectively with departments such as Sales and Technicians to ensure alignment on service delivery and timely issue resolution
- Collaborate with upper management to align on department goals and objectives
- Meet regularly with the team lead to provide guidance, share updates, and ensure overall departmental success
- Handle escalated customer concerns with professionalism, empathy, and efficiency, ensuring timely resolution and customer satisfaction
Benefits
- Health, dental, and vision insurance
- Paid time off and holidays
- 401(k) with generous company match
- Employee Stock Purchase Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
