Customer Service Manager

Overview

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.

Duties

• 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.

Minimum Experience Required

• 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.
• Able 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.

Preferred Skills

• 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.

Benefits

• Comprehensive Benefit Plans
• 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.

Why Join the PestCo Team?

• Medical Benefits are effective on the 1st of the month following the date of hire.

About PestCo

Founded in late 2021, PestCo is one of the 12 largest Pest Control companies in the US. Through our leading brands, we offer single-family residential, multi-family residential and commercial pest control services in key markets across the US. PestCo continues to expand through acquisition and strong organic growth. We emphasize that outstanding people are the key to our success.