Customer Care Training Supervisor (Hybrid)

The Customer Care Training Supervisor is responsible for the performance and development of the Customer Care Training team and the results this team produces. This leader is directly responsible for instilling a can-do and customer-focused attitude in every employee, creating a culture characterized by empathy, friendliness, and expertise. This role involves fostering a team-oriented atmosphere and collaborating with management to support the growth and development of all members within the Customer Care team. 

Responsibilities: 

• Trains, develops, and manages a team of Customer Care Trainers and Leads, continuously improving the performance of the team through coaching and counseling.   

• Responsible for all personnel items within the training department such as timecards, time-off request, and coaching/development both domestic and international   

• Conducts and/or oversees new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class.    

• Work with internal Quality Assurance and operational management teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and/or delivery.   

• Identify, propose, and implement new practices and processes that are “best in field".    

• Other duties as assigned. 

Qualifications: 

• High School Diploma or GED required; associate degree or higher is preferred.   

• 12 months+ related experience leading a training environment, ideally in a customer contact center environment.  

• 24 months + experience with training in a sales, retention, customer service, or collections team.   

Pay and Benefits 

EcoShield is proud to offer competitive pay and full benefits! 

• Compensation range depending on experience, $45,000 to $60,000 yearly, with additional compensation opportunities. 

• Paid sick and vacation time along with 10 company-paid holidays 

• Comprehensive medical, dental, and vision insurance options, including a Health Savings Account (HSA). 

• Short-term and long-term disability coverage, plus voluntary life insurance. 

• 401(k) with a competitive match: 100% of the first 3% contributed and 50% of the next 2%. 

• Access to the Employee Assistance Program (EAP)  

• Discounted pest control services for employees and their friends/family. 

 Physical Demands and Working Requirements  

The physical demands and working conditions outlined here are typical requirements for an employee to effectively carry out the essential duties of this job. 

Reasonable accommodations may be provided to assist individuals with disabilities in performing these essential functions. 

• 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      

The above statements are meant to outline the general nature and scope of work performed by employees in this role. They should not be interpreted as an exhaustive list of all responsibilities, duties, and skills required for this position. 

EEO Statement: The Shield Co. Management, LLC is an equal opportunity employer, committed to diversity and inclusion. We make employment decisions based on merit and business needs, without discrimination based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

Americans with Disabilities Act (ADA): The Shield Co. Management, LLC is committed to providing reasonable accommodations to qualified individuals with disabilities during both the hiring process and throughout employment, in accordance with applicable laws.