Customer Service Manager

Founded in late 2021, PestCo is one of the 12 largest Pest Control companies in the US. Through our leading brands, we offer single-family residential, multi-family residential and commercial pest control services in key markets across the US. PestCo continues to expand through acquisition and strong organic growth. We emphasize that outstanding people are the key to our success. Position: Customer Service Manager Position Type: Full-Time Location: Illinois, St Louis, MO area Pay: $58,000.00 - $70,000.00 Overview We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team and provide exceptional customer experience. This role involves managing the daily operations of our customer service team/department, ensuring customer satisfaction, and driving continuous improvement in service quality. Duties: Lead, train and motivate a team of Customer Service Representative’s Day-to-day activities and schedules. Review, approve and submit accurate and timely semi-monthly timecards and payroll data with tight timelines. Provide ongoing coaching, performance management feedback/guidance to Customer Service Representatives (CSRs). Ensure compliance with company policies and procedures to maintain consistent and superior customer experience. Monitor, analyze, and report on key performance indicators (KPIs and customer feedback) to identify areas of improvement to the customer experience. Ensure that customer service software, tools, and resources are utilized effectively. Conduct regular audits of customer service processes to ensure quality and efficiency. Identify operational needs and deliver solutions to enhance service delivery and team efficiency. Minimum Experience required 3 years of proven success in leading and managing high-performing customer service call center teams, with a strong track record of driving customer satisfaction and operational excellence. Experience Excellent communication, interpersonal, and problem-solving skills. Ability to manage high-pressure situations and resolve customer concerns effectively. Strong organizational and time-management abilities. Excellent conflict resolution and interpersonal communication skills. Ability to work independently while adhering to established policies and procedures. Keen attention to detail and a proactive approach to problem-solving. Strategic thinking with the ability to interpret performance trends and implement corrective actions. Proficiency with CRM systems and other call center tools Preferred Skills Experience in prioritizing tasks and managing competing deadlines. Strong understanding of business performance metrics and their drivers. Project management experience, including planning, execution, and reporting. Pest control or home service industry experience is a plus. Familiarity with routing, dispatching and coordinating field technicians. Why Join the PestCo Team? Overtime, Commissions, and Bonuses (for applicable roles) Paid Time Off, Paid Sick Time, & Paid Holidays Medical, Dental, and Vision Insurance Company Provided Life Insurance 401K – Employer Match Health Savings Account (HSA) - Automatic Employer Contribution Flexible Spending Account (FSA), Dependent Care FSA Voluntary Life Insurance (Employee, Spouse & Child) Voluntary Short-Term and Long-Term Disability Voluntary Options (Accident, Critical Illness, and Hospital Indemnity Coverage) Employee Assistance Program PestCo Discounts Program (Included Child Care, Event Tickets, and thousands of Discounts!) Educational Resources and Training provided on-the-job. Medical Benefits are effective on the 1st of the month following the date of hire. To learn more about PestCo Holdings LLC please visit pestcoholdings.com. PestCo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. #J-18808-Ljbffr