CSR Lead

Overview

Join the Customer Care Center of an Industry Leading Wildlife Management Company! Founded in 1984, Trutech Wildlife Service & Critter Control Operations specialize in nuisance wildlife management services for residential and commercial properties, providing leading wildlife, animal and integrated pest control services across the nation. We work with wildlife and people alike and have amazing careers to offer in a recession resistant business.

Responsibilities

• Coach and develop Customer Care Specialists through call reviews and ongoing feedback
• Conduct live call monitoring and quality assurance evaluations to ensure service excellence
• Address performance concerns and assist with coaching, corrective action, and employee development
• Respond to management requests and resolve field complaints, customer concerns, and service issues
• Generate and analyze reports to monitor team performance and identify opportunities for improvement
• Assist with workforce management, including staffing levels, scheduling, and shift coverage
• Partner with leadership to ensure department goals and service level expectations are met
• Provide guidance and support to team members throughout the day
• Aid in special projects and additional responsibilities as assigned by upper management

Qualifications

• A high school diploma is required; an associate's or bachelor's degree is preferred
• Previous customer service and leadership or supervisory experience is preferred
• Strong coaching, communication, and conflict resolution skills are required
• Experience with quality assurance, performance management, and workforce scheduling is preferred
• Proficiency with Microsoft Office and CRM systems is necessary
• The position works a 10:00 AM - 7:00 PM Eastern Time schedule
• Candidates do not need to be local to our Marietta office; however, local candidates are preferred to allow for occasional in-person collaboration with leadership

Benefits

• Highly competitive compensation package
• Comprehensive benefits package including medical, dental, vision & life insurance
• 401(k) plan with company match, employee stock purchase plan
• Paid vacation, holidays, and sick leave
• Employee discounts, tuition reimbursement, dependent scholarship awards

Schedule

This position works a 10:00 AM - 7:00 PM Eastern Time schedule