[Hiring] Customer Service Manager @GOT BUGS INC

Role Description

got bugs? Termite & Pest Solutions, one of the leading pest control companies in Atlanta, Georgia, is looking for an experienced, organized and people-focused virtual customer service manager to lead our growing remote team.

In this role, you’ll oversee our virtual CSR team who also serve as our inside sales team. You’ll manage inbound calls and leads, track sales performance and make sure every customer interaction reflects the high standards our company is known for. Additionally, you’ll be the go-to resource for escalated customer issues.

This position is as much about developing people as it is about managing processes. You’ll be responsible for:

• Hiring, onboarding and training new CSRs
• Conducting regular one-on-ones and leading team meetings
• Monitoring and grading calls for script adherence and quality
• Running reports and KPIs that keep the team on track
• Overseeing how the team uses our CRM and other software
• Managing lead follow-up and response times
• Documenting internal processes
• Handling scheduling and time-off coverage, including weekend shifts

We believe in keeping our team connected and engaged. You’ll lead the daily morning meeting with your department and stay in constant contact throughout the day.

If you’re an experienced customer service leader who knows how to build accountability, keep morale high and develop the people around you, we’d love to talk with you about joining the got bugs? family.

Qualifications

• 3+ years prior management or supervisory experience in customer service, inside sales or a call center environment required
• Previous experience managing a remote team strongly preferred
• Home services, pest control, roofing, HVAC, plumbing or similar industry experience preferred
• Must be based in the United States
• Available to work Monday through Friday 8 a.m. to 5 p.m. EST with occasional weekend availability as needed
• Strong coaching and communication skills with the ability to motivate and develop others
• Comfortable analyzing data and using it to guide decisions and improve team performance
• Strong proficiency with CRM systems and office software
• Must be able to communicate clearly and professionally in English
• Highly organized with strong attention to detail and the ability to prioritize in a fast-paced environment
• Proactive problem-solver who can work independently and take ownership of outcomes
• Customer service oriented with a genuine commitment to resolving issues professionally

Company Description

got bugs? Termite & Pest Solutions is a local, family-owned company that has been serving the metro Atlanta area since 2006. Whether we’re handling an insect infestation or tackling a termite issue, we believe that taking care of our customers is just as important as solving their pest problems. From the very first call through every visit that follows, our team is dedicated to delivering an outstanding experience our customers can count on for the long haul.