Customer Service Manager

The Shield Co. Management / EcoShield Pest Solutions is one of the fastest growing pest control companies in the country! Simply stated, we provide comprehensive solutions for pest-free living, but our purpose is to spread happiness. We accomplish that by delivering above and beyond experiences, not only to our customers but also to our employees, partners, and communities, who we consider family.

Currently, we are hiring for a Customer Service Manager in your area! The Customer Service Manager leads a team of Customer Service Representatives (CSRs) to deliver high-quality customer service experience, oversees all administrative duties in the office, and ensures organizational Key Performance Indicators (KPIs) are met.

If this sounds like you, come join the team and start spreading happiness by keeping bugs out of our customer’s beds, barbecues, bungalows, and businesses!

Pay and Benefits

The Company is proud to offer competitive pay, growth opportunities, full benefits, and monthly/quarterly/annual bonuses (in applicable positions)!

For this role, we offer:

• Competitive salary ($45,000-$55,000 DOE)
• Additional compensation opportunities
• Paid time off

• Sick/Safe time - 1 hour per every 30 hours worked with a maximum of 80 hours annually
• Vacation - begins at the equivalent of 7 days per year with an additional day per year of service capped at 14 days
• 10 company-paid holidays

• Benefits (employee as well as family)

• Medical
• Health Savings Account (HSA)
• Dental
• Vision
• Voluntary Life
• Short-Term and Long-Term Disability
• 401(k), with match of 100% of the first 3% of each employee’s contribution and 50% of the next 2%
• Employee Assistance Program
• Rally Health and Wellness Program
• Employee and Friends/Family Discounted Pest Control Services

What will I be doing in this position?

We understand that we cannot list every single task that you will do in this position, but below is an overview of our expectations:

• Plan, coordinate, and oversee the activities of the Customer Service Representative(s) to maintain and enhance customer relationships and meet organizational and operational objectives
• Identify trends and areas of concern for customers, collaborating with local and central leadership to reduce customer irritants and operational inefficiencies
• Initiate and oversee regular audits of the company’s Customer Relationship Manager (CRM) to ensure compliance with business and regulatory standards
• Provide coaching and call support to associates, continuously developing the team to better serve the customer and organization
• Collaborate with branch and Customer Care Center leadership to identify trends and areas of concern for customers, and to resolve challenging customer issues
• Assist with pest control appointment routing and scheduling
• Follow up with customers to check for overall satisfaction, and handle customer escalations as necessary
• Assist with hiring and training of local Customer Service Team
• Maintains knowledge of company policies, procedures, and service offerings 
• Complete and pass monthly trainings in Pest Webs system

Physical Demands and Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to walk. The employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl, under or over objects.
• The employee may occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular standing, walking, and sitting
• The ability to use a computer and telephone systems is essential to work.
• Work is inside a climate-controlled office with moderate noise level

Am I qualified for this position?

While we would love the opportunity to connect with everyone that applies, we will be focusing on those applicants that meet or exceed the qualifications below:

• Minimum High School Diploma or equivalent 
• 2+ years of customer service and/or conflict resolution experience
• 1+ years of customer service management experience
• Are willing to work Monday - Saturday and some holidays
• Pest Management Software Systems experience (preferred) 

The Shield Co. Management LLC/EcoShield Pest Solutions is an equal opportunity employer