American Pest · 3 weeks ago
Customer Service Manager - Call Center
Richmond, VA
Full-time
Onsite
Mid, Senior Level
2+ years expAmerican Pest is a fast-growing company focused on modern pest management, currently seeking a Customer Service Manager to lead a new team of Customer Care Representatives. The role involves developing performance standards, conducting training, and ensuring compliance with company policies while fostering a positive team environment.
ChemicalCleanTechHome ServicesProfessional Services
Responsibilities
Act as an inspirational servant leader to the team
Assist in developing and maintaining performance standards, measurements, and corrective devices geared towards accomplishing call center goals and objectives
Conduct initial and ongoing training of the team while holding the group accountable to departmental KPIs
Frequently report to leadership and examine ways to increase call quality
Ensure overall compliance with company policies
Qualification
Required
At least 2 years of experience in call center leadership at the supervisor or manager level
The ability to work onsite 5 days per week
Experience leading teams in high-volume customer environments
Interviewing and hiring experience
Coaching and development experience
Building a positive, engaged, high-performance culture experience
Serving as the local voice and ambassador for the Customer Care team
The ability to clearly and effectively communicate goals, expectations, and feedback
Proficiency in actively listening to understand team members' perspectives and concerns
A track record of fostering a collaborative environment where team members feel valued and included
The ability to be adaptable and flexible in a fast-paced working environment
Competency in writing reports, business correspondence, and procedure manuals
The demonstrated capacity to effectively present information and respond to questions from leaders, agents, and customers
The ability and willingness to periodically travel to other locations in Virginia as well as the headquarters in Maryland
Experience reading, analyzing, and interpreting business data/reports
Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
The ability to lead a team using a Service Leadership methodology
The ability to multi-task and prioritize competing responsibilities according to urgency and importance
Well-developed organization and time management skills
The ability to read, write, speak, and comprehend English
Legal eligibility to work in the U.S
Preferred
Experience with PestPac or similar field service management software
Familiarity with pest control operations, scheduling, or service delivery
Benefits
Blue Cross Blue Shield medical PPO options
Delta Dental and Vision
Prescription drug program
Flexible Spending Accounts (FSA) for medical and childcare expenses
Health Savings Plans (HSA) available with qualified plans
401(k) Savings Plans (Traditional & Roth)
Life insurance and short-term disability 100% company paid (with options to buy up)
Long-term disability, Accident, Critical Illness, and Hospital Indemnity insurance options
Enjoy stable, year-round employment with opportunities for growth
Paid training
A take home company vehicle for field positions
Paid time off and eight paid holidays
A peer-to-peer employee recognition program
Opportunities for advancement
Company
American Pest
American Pest is a consumer services company providing pest control services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2016-09-23Acquired
Recent News
GlobeNewswire News Room
2024-01-04
Company data provided by crunchbase