Customer Experience Manager
Customer Experience Manager
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$ 38000 - 45000
1 Vacancy
Job Description
Bama Exterminating one of the highestrated and most established pest control companies in west Alabama is looking for an experienced friendly and detailoriented customer experience manager with excellent communication skills to join our team.
In this role youll be responsible for leading a team of customer service representatives and overseeing all front office operations to ensure everything runs smoothly efficiently and consistently. This includes monitoring calls for quality providing coaching and feedback and handling billing and servicerelated administrative issues. Youll also be responsible for reviewing paperwork contracts and wood infestation reports as well as tracking incoming sales calls cancellations and other key performance metrics. Additionally youll serve as the primary contact for our bookkeeping service assist with onboarding and keep our systems files and processes organized and up to date.
So why choose to work with us instead of another pest control company Were glad you asked! We offer a competitive salary great benefits and a laidback familyoriented work environment. We also believe in the importance of a healthy worklife balance and we want you to have plenty of time to recharge and enjoy your favorite activities.
If youre looking to join a company where youll be more than just a cog in the machine and youre excited to grow personally advance professionally and lead a team of individuals who are committed to excellence wed love to talk with you.
- Leading and managing a team of 34 customer service representatives
- Monitoring and auditing calls to ensure a quality customer experience
- Handling administrative customer service issues including billing questions and concerns
- Tracking and monitoring incoming sales calls
- Reviewing and organizing paperwork contracts and wood infestation reports
- Overseeing Accounts Receivable
- Serving as point of contact for the bookkeeping service (scanning receipts paying bills)
- Overseeing onboarding and new hire paperwork
- Maintaining vendor vehicle and personnel files
- Monitoring customer cancellations and helping implement retention strategies
- Keeping pricing and customer files current (including price increases)
- Seeking and implementing systems improvements to enhance efficiency
- Tracking performance metrics and keeping the team on target
- Communicating with staff primarily through digital systems
- Helping uphold workplace standards and culture
- Previous customer service experience required
- Previous experience in team oversight or management preferred
- Strong verbal and written communication skills
- Excellent judgment and decisionmaking skills but also knows when to ask for help
- Proficiency with Google Workspace and comfort with CRM systems is preferred
- Highly organized with strong attention to detail
- Ability to multitask and manage projects effectively
- Selfstarter with the ability to anticipate needs and solve problems
- Friendly approachable personality and strong people skills
- Willingness to be a team player
- Demonstrate honesty and a strong work ethic
- High school diploma/GED
- Must work inoffice (this is not a remote role)
Required Experience:
Manager
Employment Type
Full Time
