Customer Service Manager

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.

The Customer Service Manager leads a team of Customer Service Representatives to provide exceptional service to customers while overseeing office and administrative duties. The role is responsible for ensuring that organizational Key Performance Indicators (KPIs) are met and maintaining efficient operations.

Responsibilities:

• Plan, coordinate, and supervise the activities of the Customer Service Representative(s), ensuring customer relationships are maintained and operational objectives are met.
• Identify customer trends and operational inefficiencies, collaborating with leadership to resolve issues and improve service delivery.
• Oversee regular audits of the CRM system to ensure compliance with business and regulatory standards, while providing coaching and support to team members for continuous development.
• Assist with appointment scheduling, customer follow-ups, escalations, hiring, and training of the local Customer Service Team, and ensure team members are up to date on company policies and services.

Qualifications:

• High School Diploma or GED.
• Must have 2 years of customer service and/or conflict resolution experience.
• 1 year of customer service management experience.
• Pest Management Software Systems experience is preferred, and the ability to use computers and telephone systems is essential.

Pay and Benefits

• Compensation range depending on experience: $55,000 - $60,000 annually.
• 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: EcoShield 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.