Supervisor of Customer Care Center

2425 S. Stearman Drive, Suite 200 Chandler, Arizona 85286 Supervisor of Customer Care Center Position Summary The Customer Care Center Supervisor leads and supports a team of Customer Care Specialists and Team Leads to ensure high-quality, efficient customer service delivery. This role is responsible for coaching and developing team members, monitoring performance, and driving continuous improvement in service quality and key performance metrics. The Supervisor also plays a key role in handling escalated customer issues and ensuring adherence to company policies and service standards. Responsibilities Train, develop, and coach Customer Care Team Leads and Specialists to improve performance, engagement, and service quality. Monitor, track, and analyze key performance metrics and support reporting needs for leadership. Drive continuous improvement in key performance indicators (KPIs) and overall customer experience outcomes. Ensure team compliance with company policies, procedures, and departmental service standards. Handle complex customer escalations and demonstrate best-in-class service recovery and customer care practices. Qualifications and Requirements 1+ years of experience in a supervisory or management role, preferably within a contact center or customer service environment. 1+ years of experience in a customer-facing role involving sales, service, or public interaction, or equivalent combination of education and experience. High School Diploma or GED required. Why Work for EcoShield Pest Solutions? 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. EcoShield Pest Solutions is proud to offer competitive pay and full benefits! Weekly Pay – get paid every Friday! Paid sick and vacation time along with 10 company-paid holidays. Comprehensive benefits package including medical, dental, and vision options. 401(k) with a competitive match. Access to the Employee Assistance Program (EAP). Discounted pest control services for employees and their friends and family. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this role is between $45,000 and $60,000. Your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location. 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. 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. Didn't find what you're looking for? Join our talent community to be notified of upcoming opportunities! 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. At EcoShield, we invest in our people because they’re the driving force behind everything we do. You’ll have access to benefits that support your health, protect your financial future, and help you grow—both personally and professionally. We’re committed to providing resources that make life easier, so you can focus on doing your best work and building a meaningful career. When you join EcoShield, you’re not just getting a job—you’re gaining support for the life you’re building. Comprehensive Health Coverage – Medical, dental, and vision plans designed to fit your needs Financial Well-Being – 401(k) with company match to help you plan for the future Health Savings Options – HSA plans with tax advantages to maximize your healthcare dollars Income Protection – Short- and long-term disability and life insurance options Wellness & Mental Health Support – Employee Assistance Program and wellness resources Flexible Care Access – Virtual care options for convenient, on-demand support Growth & Stability – A company that invests in your long-term success