OPC Pest Services · 3 hours ago
Customer Service Team Manager
Louisville, KY
Full-time
Hybrid
Mid, Senior Level
$65K/yr - $69K/yr
4+ years expOPC Pest Services is a trusted member of the Rollins Family of Brands, rapidly expanding across Illinois, Kentucky, Indiana, and Ohio. They are seeking a Customer Service Manager to lead their Customer Service Team, overseeing representatives handling customer inquiries and ensuring high-quality service delivery.
Home ServicesProfessional ServicesSmart Home
Responsibilities
Use KPI's to develop a strong team via goal setting and accountability
Quality Assurance: Perform a minimum of two Call Qualities per week per rep and use the information to coach reps
Hire & train new reps, train existing reps on multiple CRM platforms
Create processes & work schedules to improve rep performance and customer experience
Conduct weekly One-on-One coaching sessions with each rep to review KPIs & Call Qualities
Answer inbound calls from existing customers regarding their services, scheduling, contract specifications, or billing inquiries
Schedule pest control service by determining area of service, technician availability, and customer availability
Note customer accounts in service system with actions that were taken
Message or call technicians when necessary for more information on customer requests
Place outbound calls as needed
Respond to call escalations
Assist with monitoring and responding to customer correspondence through shared mailboxes
…And serve as a key member of the Customer Care team!
Qualification
Required
Must have at least a high school diploma or equivalent
Must have at least 4 years progressive Customer Service with experience in scheduling services (such as for a home services or route-based service industry)
Must have at least 2 years' supervisory experience in a related field
Must have constant access to reliable Internet at high data speeds
Must have designated home office space with ability to perform work uninterrupted through workday
Must be able to pass criminal history background check and drug screen
Preferred
Familiarity with Avaya, CMS Reporting and Work Force Management is a plus
Knowledgeable (after training) about basic pests native to our area
Ability to multi-task, be detail-oriented and highly organized
Ability to think critically and use previous experience as a guide for solving problems
Ability to remain calm and professional at all times, particularly under stress
Ability to adjust communication style to each customer and/or technician
Ability to use available resources to research problems
Ability to provide top-notch customer service
Skilled in using a variety of software programs (including Microsoft Office)
Skilled in effective communication both verbally and in writing
Benefits
Hybrid work environment -occasional travel to nearest OPC Branch location within Kentucky, Indiana, Ohio and Illinois;
Comprehensive benefits package including low cost medical, dental, vision insurances, 1x annual salary life insurance, and many more optional benefits (visit rollinsbenefits.com for more information);
401(k) plan with 4.5% company match , Rollins Corporation employee stock purchase plan;
Six paid holidays and a generous PTO (paid time off) program- receive up to 15 PTO days your first year ;
Employer discount program through PerkSpot;
Continuous training and education through our in-house training sessions as well as outside seminars.
Company
OPC Pest Services
OPC Pest Services is a pest control company provides quality pest management services to residential and commercial customers.
Founded in 1972Kentucky, New South Wales, AUS
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase