Supervisor, Customer Care
About The Position
The Customer Care Supervisor provides direction to the department by assigning, directing and reviewing work of staff. Supervisory duties include training, writing, and conducting performance appraisals. Duties also include resolving escalated customer complaints and disputes. Moxie Pest Control is named for the drive and enthusiasm embraced by our team! Our mission is to improve the quality of life for our customers, team, and community. We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character. We’re more than just a pest control company! At Moxie Pest Control we offer a total rewards package that supports the health, life, and career of our employees. The available plans and programs include: Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements
- Bachelor's degree preferred
- At least three years of customer service experience is preferred
- Previous experience in a supervisory role preferred.
- Basic understanding of G-Suite applications (Google Docs, Google Slides, Google Sheets
- Become an expert at PestRoutes - our CRM
- Excellent communication, interpersonal and team management skills
- Driven and ambitious individual with a strong desire to succeed.
Responsibilities
- Manages a team of assigned customer care experts and ensures they comply with company guidelines particularly related to quality of service and CSAT.
- Monitors or reviews calls or other correspondence between experts and customers.
- Ensures that experts are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer care teams performance.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Contact Center Director or other appropriate staff.
- Performs other related duties as assigned.
Benefits
- 2021 & 2022: Great Places To Work and Top Places to Work
- Awards & Recognition
- Hybrid Work Environment
- Monthly Company Events
- Company Service Projects
- Comprehensive medical coverage that covers many common services at no cost or for a low copay
- Additional options for dental and vision benefits, life and disability coverage and more
- 401K Plan
- Roth IRA
- Long- and Short-term Disability Coverage (Voluntary)
- Paid Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
