Customer Service Manager

Statewide Pest Control; City of Greater Shepparton; On-site; AUD 70,000 - 90,000; Full time

Job summary

Orkin Australia is seeking an experienced and highly organised Customer Service Manager to lead the Customer Service team and support our Operations and Sales groups.

Reporting directly to the Branch Manager, this role ensures the smooth day-to-day running of the Customer Service Department, coordinating technician schedules, maintaining strong customer relationships and supporting our Operations and Sales teams.

Qualifications

• Minimum 2 years in a customer service supervisory/management role.
• Strong planning, scheduling and organisational skills.
• Experience managing competing priorities across multiple customers and staff.
• Ability to stay organised and make sound decisions in a fast-paced environment.
• Strong problem-solving skills and the confidence to resolve day-to-day issues.
• Excellent interpersonal skills to lead and develop a team.
• Attention to detail and accuracy in all tasks.
• Experience with CRM or scheduling/field-service systems is highly regarded.

Responsibilities

• Lead, mentor and support the Customer Service team to deliver high service standards.
• Respond to customer inquiries, concerns and escalations professionally and promptly.
• Monitor upcoming service requirements and ensure scheduling milestones are met.
• Process technician paperwork and service information accurately.
• Review service requirements, determine charges and assist with invoicing.
• Identify issues early and implement practical solutions.
• Support continuous improvement of customer service processes and systems.

Skills

Customer service leadership

Scheduling & planning

Multitasking

Decision making

Problem solving

Interpersonal skills

Attention to detail

CRM / field-service systems

Tools

CRM software

Scheduling software

Job description

Orkin Australia has been established in the Australian market for several years through its family of brands, Allpest, Statewide Pest Control, Adams Pest Control, Murray Pest Control and Scientific Pest and Vegetation Management and Protectant Pest Management.

Through this national network, Orkin Australia services clients in all major cities and regions. Our objective is to be the company of choice in providing pest management solutions through delivering a service of unmatched quality, reliability and safety.

About the Role

We are seeking an experienced and highly organised Customer Service Manager to lead and support our Customer Service team.

Reporting directly to the Branch Manager, this is a key operational role responsible for ensuring the smooth day to day running of the Customer Service Department, coordinating technician schedules, maintaining strong customer relationships and supporting our Operations and Sales teams.

Responsibilities and duties

Lead, mentor and support the Customer Service team to deliver a high standard of service and performance.

Respond to customer enquiries, concerns and escalations professionally and promptly.

Monitor upcoming service requirements and ensure work is scheduled and completed within required timeframes.

Process technician paperwork and service information accurately and efficiently.

Review service requirements, determine appropriate charges and assist with invoicing and billing processes.

Identify scheduling, customer service and administrative issues early and assist in implementing practical solutions.

Support the ongoing improvement of Customer Service processes, systems and team performance.

Skills and experience

To be successful in this role it is essential that you have:

A minimum of 2 years' experience in a customer service supervisory, team leader or management position.

Strong planning, scheduling and organisational skills.

Experience managing competing priorities across multiple customers, staff and service requirements.

The ability to remain organised and make sound decisions in a fast-paced environment.

Strong problem-solving skills and the confidence to resolve day-to-day operational issues.

Strong interpersonal skills and the ability to lead, support and develop a team.

A high level of attention to detail and accuracy.

Experience using CRM, scheduling or field-service management systems would be highly regarded.

The successful candidate must be able to pass a pre-employment D&A and criminal history check.

Why Join Us?

This is an opportunity to take ownership of an important operational function within an established and growing business. You will work closely with the Branch Manager, Operations and Sales teams and could influence how our Customer Service Department develops moving forward.