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 Workforce 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 and Rollins Corporation employee stock purchase plan.
• Six paid holidays and a generous PTO 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!

As the Customer Service Manager you will:

• Use KPIs to develop a strong team via goal setting and accountability.
• Perform quality assurance: conduct a minimum of two call quality reviews per week per rep and use the information to coach reps.
• Hire, train, and develop new and existing reps on multiple CRM platforms.
• Create processes and 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 services, scheduling, contract specifications, or billing inquiries.
• Schedule pest control services by determining area of service, technician availability, and customer availability.
• Record customer accounts in the service system with actions taken.
• Message or call technicians when necessary for more information on customer requests.
• Make outbound calls as needed.
• Respond to call escalations.
• Assist with monitoring and responding to customer correspondence through shared mailboxes.
• Serve as a key member of the Customer Care team.

• Professional – Do your best to be the best.
• Ethical – Do the right thing.
• Self‑less – Do more for others.
• Teamwork – Do it for you, me & OPC.

• High school diploma or equivalent.
• Minimum of 4 years progressive customer service experience with scheduling services for a home or route‑based service industry.
• Minimum of 2 years supervisory experience in a related field.
• Constant access to reliable high‑speed internet.
• Designated home office space capable of supporting uninterrupted work.
• Knowledgeable about basic pests native to our area (after training).
• 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 to solve problems.
• Ability to remain calm and professional under stress.
• Ability to adjust communication style to customers and technicians.
• Ability to use available resources to research problems.
• Ability to provide top‑notch customer service.
• Proficiency with Microsoft Office and other software programs.
• Strong verbal and written communication skills.
• Must be able to pass a criminal history background check and drug screen.

Candidate can expect to:

• Work primarily in a sedentary office environment, sitting for prolonged periods.
• Utilize multiple computer monitors throughout the workday.
• Actively participate in team meetings to provide updates and recommendations, which may occur in person or via video conferencing platforms such as Microsoft Teams, Zoom, Google Meet, etc.

Apply today to become a P.E.S.T. with OPC
!

OPC Pest Services is an Equal Opportunity, Proud Veteran, Individuals with Disabilities Employer.