Service Manager Trainee- MI/OH Support Center

Orkin LLC • Dayton, OH

18d • Onsite

About The Position

Orkin is seeking a Service Manager Trainee to support its Michigan and Ohio Customer Support Center, which includes scheduling, customer service, and billing teams serving customers and field operations. The role supports the overall performance, development, and success of the center, with a primary focus on managing customer support teams, driving performance, resolving escalated customer concerns, and supporting day-to-day operations. Recruiting and onboarding are also important parts of the position.

Through a structured management training program, the trainee partners with Customer Support Center leadership and prepares for future leadership opportunities. The role involves supporting employee development, workforce planning, operational effectiveness, performance management, and initiatives to improve employee and customer experiences. The trainee is expected to exercise independent judgment and discretion in significant matters affecting employees, customers, and operations.

Requirements

• Excellent interpersonal, communication, and relationship-building skills.
• Strong leadership, coaching, and employee development abilities.
• Ability to prioritize tasks and manage time effectively.
• Strong organizational, analytical, and problem-solving skills.
• Ability to interpret performance metrics and identify opportunities for improvement.
• Proficiency in Microsoft Office applications.
• Basic computer skills across various software and web-based applications.
• Ability to work successfully in a fast-paced, high-volume environment.
• Strong customer service orientation and ability to resolve escalated issues effectively.
• Desire to develop into a future Customer Support Center leadership role.
• Ability to meet physical job requirements and safely perform job duties, with or without accommodations.

Responsibilities

• Own the onboarding process for newly hired customer support employees.
• Coordinate and facilitate new-hire orientation and training activities.
• Monitor new hires’ performance, engagement, and progress during onboarding.
• Support employee development plans, career growth, continuous learning, and professional development.
• Partner with department leaders to develop internal talent pipelines and succession plans, and help identify high-potential employees.
• Support day-to-day Customer Support Center operations, including scheduling, customer service, and billing.
• Partner with leadership to monitor team performance and achievement of operational goals and service standards.
• Handle escalated customer concerns and service recovery situations.
• Analyze operational metrics and identify opportunities to improve productivity, customer satisfaction, and efficiency.
• Support workforce planning and staffing initiatives.
• Lead or participate in continuous improvement projects and partner with leadership on operational effectiveness.
• Coach, provide feedback to, and support the development of customer support employees.
• Conduct side-by-side observations, performance discussions, and skill-development activities.
• Monitor individual and team performance metrics and partner with leadership to improve results.
• Assist with employee engagement and recognition initiatives, performance management, accountability discussions, and development planning.
• Participate in a structured leadership development program and gain experience supporting and directing employee work.
• Develop knowledge of company policies, procedures, programs, and Customer Support Center operations.
• Partner with Customer Support Center leadership on strategic projects, workforce initiatives, and operational planning.
• Source, screen, interview, and recommend candidates for customer support positions.
• Partner with Talent Acquisition and operational leadership on staffing needs, maintain candidate pipelines, and support the candidate experience.
• Participate in workforce planning discussions and talent development initiatives, and support hiring events and recruiting activities as needed.

Benefits

• Competitive earnings and a company vehicle with gas card.
• Company-provided iPhone and iPad with sales software.
• Comprehensive benefits package including medical, dental, vision, maternity, and life insurance.
• 401(k) plan with company match and employee stock purchase plan.
• Paid vacation, holidays, and sick leave.
• Employee discounts, tuition reimbursement, and dependent scholarship awards.
• Industry-leading, quality, comprehensive training program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed