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Call Center Manager

4 months ago

Irving, United States Moxie Pest Control Full time
Job DescriptionJob DescriptionPlay Your Part In Our Team Succeeding

The Department Manager, Account Care will be responsible for handling team members' inquiries, as well as escalations from various customers. As a leader on the team, the Account Care Team Lead will be responsible for ensuring customer communications are being assigned and completed within all communication avenues (Chat, SMS, Email, Alerts, etc.). The Account Care Team Lead must maintain exceptional customer service as a representative of Moxie culture.

Core Responsibilities

  • Setting strategic long and short-term departmental goals and evaluating outcomes with save rate, cancel rate, abandon rate, call volume, and other metrics as needed.

  • Identifying trends in customer cancellation by branch

  • Be the single owner of customer retention

  • Regular Meetings with Branch Managers to provide feedback

  • Innovate new ways to retain customers working with every department
    throughout the company

  • Analyze customer cancel data to determine areas of opportunity for the
    company and inform Chief Operations Officer on potential improvement opportunities

  • Monitoring Team productivity Metrics

  • Communicate with team members

  • Manage and maintain reports

  • Ensure daily trainings are taking place

  • Ensure that Quality Customer Experience is being provided

  • Ensuring high levels of productivity are being met

  • Monitor staffing needs and work with leadership as needed to ensure appropriate staffing

  • Motivating and inspiring staff and facilitating personal growth.


Qualifications


  • Bachelor's degree preferred

  • At least three years of customer service experience is preferred

  • Previous experience in a supervisory role preferred.

  • Basic understanding of G-Suite applications (Google Docs, Google Slides, Google Sheets

  • Become an expert at PestRoutes - our CRM

  • Excellent communication, interpersonal and team management skills

  • Driven and ambitious individual with a strong desire to succeed

About Us
Moxie Pest Control is named for the drive and enthusiasm embraced by our team Our mission is to improve the quality of life for our customers, team, and community.

We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character.

We’re more than just a pest control company

What We Live By


Do The Right Thing

We believe in striving to do the right thing because we genuinely care about our customers


Be Nice

We think kindness is contagious, and we believe small gestures can have a big impact.


Be The Solution

It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.”


Keep Improving

Because we care about helping our customers, we take our job knowledge seriously.


Company Perks


At Moxie Pest Control we offer a total rewards package that supports the health, life, and career of our employees. The available plans and programs include:


  • 2021 & 2022: Great Places To Work and Top Places to Work

  • Awards & Recognition

  • Hybrid Work Environment

  • Monthly Company Events

  • Company Service Projects

  • Comprehensive medical coverage that covers many common services at no cost or for a low copay

  • Additional options for dental and vision benefits, life and disability coverage and more

  • 401K Plan

  • Roth IRA

  • Long- and Short-term Disability Coverage (Voluntary)

  • Paid Time Off

AAP / EEO Statement

Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated.


Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.