Customer Service Manager
About The Position
The Shield Co. Management / EcoShield Pest Solutions is one of the fastest-growing pest control companies in the country! Our mission is to create the world’s happiest family, and our purpose is to spread happiness. We do this by delivering exceptional experiences to our customers, employees, partners, and communities—treating everyone like family. The Customer Service Manager leads a team of Customer Service Representatives to provide exceptional service to customers while overseeing office and administrative duties. The role is responsible for ensuring that organizational Key Performance Indicators (KPIs) are met and maintaining efficient operations.
Requirements
- High School Diploma or GED.
- Must have 2+ years of customer service and/or conflict resolution experience.
- 1+ year of customer service management experience.
- Pest Management Software Systems experience is preferred, and the ability to use computers and telephone systems is essential.
Nice To Haves
- Pest Management Software Systems experience
Responsibilities
- Plan, coordinate, and supervise the activities of the Customer Service Representative(s), ensuring customer relationships are maintained and operational objectives are met.
- Identify customer trends and operational inefficiencies, collaborating with leadership to resolve issues and improve service delivery.
- Oversee regular audits of the CRM system to ensure compliance with business and regulatory standards, while providing coaching and support to team members for continuous development.
- Assist with appointment scheduling, customer follow-ups, escalations, hiring, and training of the local Customer Service Team, and ensure team members are up to date on company policies and services.
Benefits
- EcoShield is proud to offer competitive pay and full benefits!
- Compensation range depending on experience: $55,000.
- Paid sick and vacation time along with 10 company-paid holidays
- Comprehensive medical, dental, and vision insurance options, including a Health Savings Account (HSA).
- Short-term and long-term disability coverage, plus voluntary life insurance.
- 401(k) with a competitive match: 100% of the first 3% contributed and 50% of the next 2%.
- Access to the Employee Assistance Program (EAP)
- Discounted pest control services for employees and their friends/family.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Number of Employees
101-250 employees
