Customer Service Manager

Turner Pest Control LLC; Tampa (FL); On-site; USD 65,000 - 95,000; Full time

Job summary

Turner Pest Control LLC in Tampa, FL is seeking a Customer Service Manager to oversee daily operations, develop the team, and ensure service standards are met. You will lead supervisors, manage scheduling, and monitor KPIs to drive performance.

The role emphasizes coaching, performance feedback, collaboration with other departments, and budgeting support. Strong communication, leadership, and data analysis skills are essential.

Qualifications

• High school diploma or GED required.
• Minimum of three years of related customer service or call center experience.
• Prior supervisory or management experience preferred.

Responsibilities

• Oversee daily customer service operations and staffing.
• Lead, coach, and develop supervisors, team leads, and reps.
• Monitor KPIs: service level, ASA, abandon rate, call handling.
• Provide performance feedback and conduct coaching and reviews.
• Collaborate with other departments to resolve issues and improve processes.
• Assist with budgeting, reporting, and resource allocation.

Skills

Verbal communication

Written communication

Leadership

Coaching

Problem-solving

Data analysis

Office software

Prioritization

Safety awareness

Education

High school diploma or GED

Job description

Job Description: Essential Duties and Responsibilities

The Customer Service Manager is responsible for overseeing daily Customer Service operations, leading and developing team members, and ensuring departmental performance goals and service standards are met. This role focuses on employee performance, operational efficiency, quality assurance, and delivering exceptional customer experience.

Lead, manage, and develop customer service supervisors, team leads, and representatives. Oversee daily operations, staffing, scheduling, and workflow to maintain appropriate coverage and service levels. Monitor key performance indicators (KPIs), including service level, average speed of answer, abandonment rate, call handling, and quality. Manage employee attendance, timekeeping, and schedule adherence in accordance with company policies. Provide regular coaching, performance feedback, call monitoring, and employee development. Ensure compliance with established policies, procedures, quality standards, and customer service expectations. Identify performance gaps and implement improvement plans to achieve departmental goals. Recruit, onboard, and train employees in collaboration with appropriate departments. Analyze customer feedback and operational trends to identify opportunities to improve customer satisfaction and retention. Collaborate with other departments to resolve issues, improve processes, and support organizational goals. Assist with departmental budgeting, staffing plans, reporting, and resource allocation. Perform other duties as assigned.

Qualifications and Education Requirements

• High school diploma or GED required.
• Minimum of three years of related customer service or call center experience.
• Prior supervisory or management experience preferred.

Required Skills and Physical Requirements

• Excellent verbal and written communication skills.
• Being able to sit for extended hours
• Ability to lift 25 pounds
• Strong leadership, coaching, organizational, and problem-solving skills.
• Ability to analyze performance data and implement improvement strategies.
• Proficiency in computer systems and standard office applications.
• Ability to manage competing priorities in a fast-paced environment.
• Ability to meet established productivity standards and perform essential job functions safely and successfully.
• Ability to communicate clearly and professionally by telephone and through written communication.

About the Company

We’re proud to serve you. We’ve grown a lot since we began in 1971, but we’re still focused on making our customers’ lives and our communities better. The technologies we use may have changed, but our commitment to our neighbors never will. The very best quality and service — guaranteed. Turner Pest Control has come a long way — today, we're one of the fastest-growing companies in Florida and South Georgia, and we're ranked in the Top 100 pest control companies in the country. We're also designated as a QualityPro Certified company, a distinction earned by less than three percent of U.S. pest control providers.