Customer Service Manager

PestCo LLC•Carthage Township, IL

9d•$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 call centerteams, 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.
Proficiency with CRM systems and other call center tools

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.
Pest control or home service industry experience is a plus.
Familiarity with routing, dispatching and coordinating field technicians.

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.

Benefits

Overtime, Commissions, and Bonuses (for applicable roles)
Paid Time Off, Paid Sick Time, & Paid Holidays
Medical, Dental, and Vision Insurance
Company Provided Life Insurance
401K – Employer Match
Health Savings Account (HSA) - Automatic Employer Contribution
Flexible Spending Account (FSA), Dependent Care FSA
Voluntary Life Insurance (Employee, Spouse & Child)
Voluntary Short-Term and Long-Term Disability
Voluntary Options (Accident, Critical Illness, and Hospital Indemnity Coverage)
Employee Assistance Program
PestCo Discounts Program (Included Child Care, Event Tickets, and thousands of Discounts!)
Educational Resources and Training provided on-the-job.