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