Customer Service Manager - Lead, Coach & Optimize Ops

The Shield Co Management, LLC

Omaha (NE)

On-site

USD 55,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Weekly Pay

Full benefits package

401(k) with match

Health Coverage

Job summary

The Shield Co. Management, LLC is seeking a Customer Service Manager to lead the daily operations of the Customer Service team in Omaha, Nebraska. You will ensure high-quality support, drive efficiency, and uphold company standards while coaching staff for performance and growth.

Responsibilities include supervising a team of Customer Service Representatives, monitoring KPIs, identifying trends, and implementing process improvements. Familiarity with pest management software is preferred.

Qualifications

Minimum 2+ years in customer service, including at least 1 year in a supervisory or management role.
Experience with pest management software systems preferred.

Responsibilities

Plan, coordinate, and supervise the daily activities of the Customer Service Representative team to ensure strong customer relationships and achievement of operational goals.
Monitor performance against key KPIs and support continuous improvement in service delivery and team efficiency.
Identify customer trends and operational inefficiencies, collaborating with leadership to develop and implement process improvements.
Conduct regular CRM audits to ensure data accuracy, compliance with company standards, and adherence to regulatory requirements.
Provide coaching, training, and ongoing development to team members to strengthen performance and support career growth.
Ensure team members remain up to date on company policies, procedures, and service offerings to maintain consistent customer communication.