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Call Center Floor Manager

the bugman

Call Center Floor Manager

Whittier, CA +6 locations
Full Time
Paid
  • Responsibilities

    Job Description

    As the CALL CENTER FLOOR MANAGER, you are to ensure the customer receives a five-star experience through the customer care reps. COACH AND DEVELOP the customer care reps to ensure success, professionalism, and WORLD CLASS SERVICE.

    BASIC DUTIES & RESPONSIBILITIES

    • Assist the Service Center Manager as directed

    • Develop, motivate, and engage the CCR’s

    • Help ensure full schedules

    • Monitor and assist with managing team members in daily tasks

    • Provide coaching and assistance to CCR’s on phone calls

    • Master and be the go-to person for PestPac, our scheduling and CRM software

    • Ensure all team members are following processes and procedures

    • Assist with training new CCR’s

    • Participate in ongoing CCR training and development

    • Monitor and report CCR attendance and absences

    • Ensure CCR’s adhere to the schedule to maximize productivity and efficiency

    • Handle escalated calls and assist with resolving client concerns

    REQUIREMENTS

    • Minimum 2 years call center management experience

    • Termite and Pest Control industry experience a plus, but not necessary

    • Experience in managing remote team members is a plus

    • Pest Pac knowledge preferred, but not necessary

    • Able to pass a background check and drug screening

    • Verifiable references

    • Associates degree

    ATTRIBUTES NEEDED TO BE SUCCESSFUL

    • Attention to detail and organizational skills must be a natural talent

    • Customer focused and committed to their satisfaction

    • Team player – works productively with other team members

    • Challenge oriented – the word “can’t” is not in your vocabulary

    • Optimistic and positive personality

    • Adaptability to the changing atmosphere of a service center

    Company Description

    the bugman is an award-winning company in Southern California that has been providing exceptional care to both its customers and employees since 1958. Our mission is to provide the best possible pest management services to our community while also providing unmatched customer service along the way. If that sounds like something you can get behind and you're looking for a fulfilling career with a group of passionate and dedicated people - you're in the right place! A Message from the President and CEO, Brian Olson I want to personally let you know that here at the bugman we walk our talk and live out our Core Values everyday. It's not unusual to be meeting team members here at the bugman that have been with our company for 10, 20, 25 years. It's not by accident- we take care of our team members and our team members take care of our customers. If you are looking for somewhere to call home, you might have just found it- Apply today! -Brian Olson

  • Locations
    Whittier, CA • West Covina, CA • Irvine, CA • Huntington Beach, CA • Anaheim, CA • Orange, CA • Santa Ana, CA