Customer Service Team Manager

Overview

OPC Pest Services
, a trusted member of the Rollins Family of Brands, is rapidly expanding across Illinois, Kentucky, Indiana and Ohio and we're searching for a talented Customer Service Manager to lead our caring and energetic Customer Service Team.

The Customer Service Manager oversees the work of inbound and outbound Customer Service Representatives handling customer inquiries regarding specific treatment programs, pricing, and plans. Familiarity with Avaya, CMS Reporting and Work Force Management is a plus.

We Offer…

• Competitive salary dependent on relative experience -- annual salary between $65,000 to $69,000;
• Hybrid work environment -- occasional travel to nearest OPC Branch location within Kentucky, Indiana, Ohio and Illinois;
• Comprehensive benefits package including low cost medical, dental, vision insurances, 1x annual salary life insurance, and many more optional benefits (visit for more information);
• 401(k) plan with 4.5% company match
  , Rollins Corporation employee stock purchase plan;
• Six paid holidays and a generous PTO (paid time off) program -
  - receive up to 15 PTO days your first year
  ;
• Employer discount program through Perk Spot;
• Continuous training and education through our in-house training sessions as well as outside seminars.

No pest control experience necessary; if you have the vision, we have your future. We look forward to having you lead our Customer Service Team!

OPC Pest Services is a premier provider of pest control solutions with a legacy of excellence and the stability of an industry leader in Greater Louisville and Jefferson County since 1972.

We protect more than just homes and businesses. Our mission is to help protect our customers  health and property by providing valuable, high quality solutions delivered by passionate professionals. We have built our reputation on our company’s belief of putting the customer experience first and our Customer Service Manager is key to delivering on this purpose.

You will…

• Use KPI s to develop a strong team via goal setting and accountability;
• Quality Assurance:
  Perform a minimum of two Call Qualities per week per rep and use the information to coach reps;
• Hire & train new reps, train existing reps on multiple CRM platforms;
• Create processes & work schedules to improve rep performance and customer experience;
• Conduct weekly One-on-One coaching sessions with each rep to review KPIs & Call Qualities;
• Answer inbound calls from existing customers regarding their services, scheduling, contract specifications, or billing inquiries;
• Schedule pest control service by determining area of service, technician availability, and customer availability;
• Note customer accounts in service system with actions that were taken;
• Message or call technicians when necessary for more information on customer requests;
• Place outbound calls as needed;
• Respond to call escalations;
• Assist with monitoring and responding to customer correspondence through shared mailboxes;
• …And serve as a key member of the Customer Care team!

Our Core Values

Be a P.E.S.T.

Professional. . . Do your best to be the best

Ethical. . . Do the right thing

Selfless. . . Do more for others

Teamwork. . . Do it for you, me & OPC

Join OUR High Quality Pest Control Team!

• Must have at least a high school diploma or equivalent;
• Must have at least 4 years progressive Customer Service with experience in scheduling services (such as for a home services or route-based service industry);
• Must have at least 2 years  supervisory experience in a related field;
• Must have constant access to reliable Internet at high data speeds;
• Must have designated home office space with ability to perform work uninterrupted through workday.

KSAs:

• Knowledgeable (after training) about basic pests native to our area;
• Knowledge of Avaya phone system, CMS Reporting and Workforce Management;
• Ability to multi-task, be detail-oriented and highly organized;
• Ability to think critically and use previous experience as a guide for solving problems;
• Ability to remain calm and professional at all times, particularly under stress;
• Ability to adjust communication style to each customer and/or technician;
• Ability to use available…