Customer Care Center Manager (Hybrid)

The Shield Co. Management / EcoShield Pest Solutions is one of the fastest-growing pest control companies in the country! Our mission is to create the world’s happiest family, and our purpose is to spread happiness. We do this by delivering exceptional experiences to our customers, employees, partners, and communities—treating everyone like family. 

Currently, we are hiring for a Customer Care Center (CCC) Manager. The CCC Manager 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 position serves as the point person responsible for department-wide staffing, disciplinary oversight, and performance evaluations for supervisors and their teams. This position ensures the overall performance of the CCC and that performance standards are met and exceeded.  

Responsibilities: 

• Provide strong, dynamic leadership that mentors, develops, and guides team members of all levels  

• Oversees and develops a team of supervisors and team leads as to continuously improve performance and increase morale for CCC Teams, ensuring that Customer Support operational goals are continuously met or exceeded.   

• Responsible for all Department functions such as but not limited to: performance management, staffing/scheduling, project management, behavioral management, personnel management, reporting, coaching, and adherence.   

• Contributes to and implements strategies devised by Director of Customer Care and CCC Director to improve department performance across all Key Performance Indicators   

• Creates and fosters cross departmental relationships with members from all across EcoShield’s organization, ensuring we are proving help where needed  

• Completes other duties as assigned 

Qualifications: 

• High school diploma or general education diploma (GED) 

• 1 year+ related experience and/or training in sales and dealing with the public, or equivalent combination of education and experience preferred 

• 1 year+ experience in a management position, ideally in a contact / call center environment 

• Maintains knowledge of company policies, procedures, and service offerings 

• Skills: List essential technical, soft skills, and any specific knowledge needed 

Pay and Benefits 

EcoShield is proud to offer competitive pay and full benefits! 

• Compensation range depending on experience: $60,000-70,000 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.