Customer Service Manager

Position Summary

The Customer Service Manager oversees a team of Customer Service Representatives, ensuring exceptional customer service and achievement of key performance goals. This role drives team performance through coaching, process improvement, compliance oversight, and collaboration with leadership to enhance the customer experience.

Responsibilities

• Plan, coordinate, and supervise the daily activities of the Customer Service Representative team to ensure strong customer relationships and achievement of operational goals.
• Monitor performance against key KPIs and support continuous improvement in service delivery and team efficiency.
• Identify customer trends and operational inefficiencies, collaborating with leadership to develop and implement process improvements.
• Conduct regular CRM audits to ensure data accuracy, compliance with company standards, and adherence to regulatory requirements.
• Provide coaching, training, and ongoing development to team members to strengthen performance and support career growth.
• Ensure team members remain up to date on company policies, procedures, and service offerings to maintain consistent customer communication.

Qualifications and Requirements

• Minimum of 2+ years of customer service and/or conflict resolution experience, including at least 1 year in a supervisory or customer service management role.
• Experience with pest management software systems preferred.

Why Work for EcoShield Pest Solutions?

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.

Pay and Benefits

• Weekly Pay – get paid every Friday!
• Paid sick and vacation time along with 10 company-paid holidays.
• Comprehensive benefits package including medical, dental, and vision options.
• 401(k) with a competitive match.
• Access to the Employee Assistance Program (EAP).
• Discounted pest control services for employees and their friends and family.
• Base pay for this role is between $55,000 and $60,000, determined based on job-related knowledge/skills, qualifications, experience, and market location.

Physical Demands and Working Requirements

• Requires prolonged periods of sitting at a desk or workstation.
• Frequent use of hands and fingers for typing and using a computer mouse.
• Occasionally lift and carry office materials or supplies up to 25 pounds.
• Requires clear vision for reading documents, computer screens, and other office materials.
• Work is inside a climate-controlled office with quiet to moderate noise level.