Customer Service Manager - Call Center

Customer Service Manager

American Pest is currently looking for a true "Service Leader" to take the role of Customer Service Manager out of our Richmond office to lead a new, growing team of Customer Care Representatives. We offer a stable career opportunity with a company that is growing daily. In fact, we tripled in size in the last six years and with that kind of growth many doors are opened to bring in great new people that will help support that kind of rapid expansion. Our business thrives off hiring A-players so if this sounds like the place for you - let's talk!

We want to help our employees build a great career and a great future. At American Pest, you'll have access to these great benefits!

• Health and Well-being: Blue Cross Blue Shield medical PPO options, Delta Dental and Vision, Prescription drug program, Flexible Spending Accounts (FSA) for medical and childcare expenses, Health Savings Plans (HSA) available with qualified plans
• Financial Security: Competitive hourly compensation with overtime above 40 hours, 401(k) Savings Plans (Traditional & Roth), Life insurance and short-term disability 100% company paid (with options to buy up), Long-term disability, Accident, Critical Illness, and Hospital Indemnity insurance options
• Work/Life Balance: Enjoy stable, year-round employment with opportunities for growth, Paid training, A take home company vehicle for field positions, Paid time off and eight paid holidays, A peer-to-peer employee recognition program, Opportunities for advancement

As a Customer Service Manager with American Pest, you'll act as an inspirational servant leader to your team. You'll assist in developing and maintaining performance standards, measurements, and corrective devices all geared towards accomplishing call center goals and objectives. As a Customer Service Manager, you'll also conduct initial and ongoing training of your team while holding the group accountable to departmental KPIs. You'll also frequently report to leadership, examine ways to increase call quality, and overall ensure compliance with company policies.

So, what does it take to be successful as a Customer Service Manager at American Pest? For starters, you'll have a least 2 years of experience in call center leadership at the supervisor or manager level. You'll also have...

• The ability to work onsite 5 days per week
• Experience leading teams in high-volume customer environments
• Interviewing and hiring
• Coaching and development
• Building a positive, engaged, high-performance culture
• The ability to clearly and effectively communicate goals, expectations, and feedback
• Proficiency in actively listening to understand team members' perspectives and concerns
• A track record of fostering a collaborative environment where team members feel valued and included
• Experience with PestPac or similar field service management software preferred
• Familiarity with pest control operations, scheduling, or service delivery
• The ability to be adaptable and flexible in a fast-paced working environment
• Competency in writing reports, business correspondence, and procedure manuals
• The demonstrated capacity to effectively present information and respond to questions from leaders, agents, and customers
• The ability and willingness to periodically travel to other locations in Virginia as well as the headquarters in Maryland
• Experience reading, analyzing, and interpreting business data/reports
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• The ability to lead a team using a Service Leadership methodology
• The ability to multi-task and prioritize competing responsibilities according to urgency and importance
• Well-developed organization and time management skills
• The ability to read, write, speak, and comprehend English
• Legal eligibility to work in the U.S.

Founded in 1925, American Pest is a fast-growing, energetic, and technology minded mid-size company located in Fulton, MD. Within the last six years, we've nearly tripled in size and currently employ over 400 employees! Being part of American Pest means doing your best every single day, to effect positive change for our customer and our community. American Pest is part of Anticimex, a global pest control organization with a mission of being the global leader in modern pest management. Our company culture embraces communication and teamwork, dependability, innovation, growth, technology, and integrity.

Our process for this position includes the following steps:

1. Application submission
2. Short phone interview
3. Schedule an interview and complete our full application
4. Interview in person at one of our five office locations in Fulton MD, Frederick MD, Springfield VA, Richmond VA, or Troy VA
5. Emailed offer letter, which is contingent on step 6, tentative start date set
6. Criminal background check/drug screening/reference check
7. Official start date confirmed
8. Welcome!

EOE/M/F/Vet/Disabled American Pest is a Drug-Free Workplace