Customer Service Manager

13900 S Lakes Dr Charlotte, North Carolina 28273 The Customer Service Manager oversees a team of Customer Service Representatives, ensuring exceptional customer service and achievement of key performance goals. This role drives team performance through coaching, process improvement, compliance oversight, and collaboration with leadership to enhance the customer experience. Responsibilities Plan, coordinate, and supervise the daily activities of the Customer Service Representative team to ensure strong customer relationships and achievement of operational goals. Monitor performance against key KPIs and support continuous improvement in service delivery and team efficiency. Identify customer trends and operational inefficiencies, collaborating with leadership to develop and implement process improvements. Conduct regular CRM audits to ensure data accuracy, compliance with company standards, and adherence to regulatory requirements. Provide coaching, training, and ongoing development to team members to strengthen performance and support career growth. Ensure team members remain up to date on company policies, procedures, and service offerings to maintain consistent customer communication. Qualifications and Requirements Minimum of 2+ years of customer service and/or conflict resolution experience, including at least 1 year in a supervisory or customer service management role. Experience with pest management software systems preferred. Benefits Base pay range: $45,000 to $54,000; compensation based on experience, qualifications, and market. Weekly pay – get paid every Friday. Paid sick and vacation time with 10 company‑paid holidays. Comprehensive benefits package including medical, dental, and vision options. 401(k) with competitive match. Employee Assistance Program (EAP). Discounted pest control services for employees and their friends and 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. Equal Employment Opportunity 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. #J-18808-Ljbffr