Customer Care Specialist Supervisor (Hybrid)

Customer Care Specialist Supervisor

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 communitiestreating everyone like family.

Currently, we are hiring for Customer Care Specialist Supervisor to our team in Gilbert, AZ. The Customer Care Center Supervisor provides individualized support to each Customer Care Specialist and ensures that our customers receive quality and efficient service.

Responsibilities:

• Trains, develops, and manages a team of In office and/or remote Customer Care Team Leads and Specialists, continuously improving the performance of the team through coaching and counseling.
• Assists management with collecting, reporting, and analyzing key performance metrics
• Drives improvement in key performance indicators (KPIs) and metrics
• Monitors and ensures that team is compliant with the guidelines of company policies and department requirements
• Handles complex customer service escalations and leads by example to demonstrate how to take above-and-beyond care of difficult accounts
• Completing other duties as assigned

Qualifications:

• High School Diploma or General Education Diploma (GED)
• 6 months+ related experience and/or training in sales and dealing with the public, or equivalent combination of education and experience preferred
• 6 months+ experience in a management position, ideally in a contact center environment

Pay and Benefits:

• Weekly Pay - Get paid every Friday!
• Compensation range depending on experience: $45,000-60,000/year, 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:

• 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.