Customer Service Manager Call Center

If youre a seasoned call center leader looking for your next opportunity to help develop and lead a quickly growing team wed love to hear from you! 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.

American Pest is always on the lookout for top-talent and when we find it we give it a home. We offer a stable career opportunity with a company that is growing 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 - lets talk!

What Youll Get... We want to help our employees build a great career and a great future. At American Pest youll 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 annual salary
• 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

What Youll Do... As a Customer Service Manager with American Pest youll act as an inspirational servant leader to your team. Youll 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 youll also conduct initial and ongoing training of your team while holding the group accountable to departmental KPIs. Youll also frequently report to leadership examine ways to increase call quality and overall ensure compliance with company policies.

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

• The ability to work onsite 5 days per week
• Experience leading teams in high-volume customer environments - this includes but is not limited to:
  • Interviewing and hiring
  • Coaching and development
  • Building a positive engaged high-performance culture
  • Serving as the local voice and ambassador for the Customer Care team
• 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 deliver a strong plus
• 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.

Who We Are... 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 weve 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 Hiring Process... Knowing what to expect when job hunting is always a welcome relief. 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

Required Experience:

Manager