Service Manager

Moxie Pest Control; Shelbyville (KY); On-site; USD 65,000 - 90,000; Full time

Job summary

Moxie Pest Control in Shelbyville, KY is seeking a Service Manager who is passionate about developing people, delivering exceptional customer service, and helping a team succeed.

The role involves field coaching, training Field Experts on treatment techniques and customer communication, and leading by example to improve service quality and customer retention. The successful candidate will balance hands-on field work with leadership responsibilities and help shape a positive team culture.

Qualifications

• Excellent communication and leadership abilities.
• Ability to provide constructive feedback and coach field teams.
• Pest control experience or prior team leadership preferred.
• Willingness to learn and continuously improve.
• Comfortable working in the field in varying weather.

Responsibilities

• Conduct regular field observations and ride-alongs to coach quality.
• Train Field Experts on treatment techniques and customer communication.
• Ensure services match what was promised and properly documented.
• Identify and address causes of customer cancellations and dissatisfaction.
• Lead by example and foster a positive, professional team culture.

Skills

Leadership

Communication

Customer service

Coaching

Problem solving

Organization

Time management

Field work

Feedback

Job description

About The Opportunity

Moxie Pest Control is looking for a positive, motivated, and hands-on Service Manager who is passionate about developing people, delivering exceptional customer service, and helping a team succeed.

About The Opportunity

Moxie Pest Control is looking for a positive, motivated, and hands-on Service Manager who is passionate about developing people, delivering exceptional customer service, and helping a team succeed.

The Service Manager plays an important role in improving service quality, developing Field Experts, and increasing customer retention. This position requires someone who is willing to spend time in the field, lead by example, provide consistent training, and help employees become more confident and effective in their roles.

The ideal candidate is approachable, solution-oriented, and committed to helping others improve. They understand that customer retention starts with delivering quality service, building trust, and following through on what we promise.

Key Responsibilities

Field Training and Development

• Conduct regular field observations and ride-alongs to evaluate service quality and provide hands-on coaching.
• Train new and experienced Field Experts on proper treatment techniques, service expectations, and customer communication.
• Demonstrate the correct way to perform services and ensure all required areas are properly treated.
• Provide constructive feedback, recognize improvement, and follow up to ensure coaching leads to results.
• Help Field Experts develop the knowledge, confidence, and skills needed to succeed.

Customer Retention and Service Quality

• Identify the causes of customer cancellations, repeat service requests, and customer dissatisfaction.
• Work with Field Experts to correct service issues and prevent avoidable customer losses.
• Help resolve customer concerns and support customer retention efforts.
• Ensure services are completed thoroughly and match what was promised to the customer.
• Reinforce professional communication, accurate service documentation, and quality end-of-service checkouts.
• Monitor customer feedback and service trends to identify opportunities for improvement.

Leadership and Team Culture

• Maintain a positive, professional, and supportive environment.
• Be available to help Field Experts with questions, challenges, and difficult service situations.
• Lead by example and demonstrate a strong work ethic, accountability, and a willingness to help wherever needed.
• Recognize strong performance and encourage continuous improvement.
• Address performance concerns through clear expectations, coaching, and appropriate follow-up.
• Build strong working relationships with Field Experts, office staff, and branch leadership.

Performance and Operations

• Monitor service quality, customer satisfaction, retention, and other key performance indicators.
• Review performance trends and work with the Branch Manager to develop improvement plans.
• Ensure Field Experts follow company procedures, safety standards, and applicable regulations.
• Assist with equipment maintenance, inventory management, and daily operational needs.
• Identify opportunities to improve efficiency, service consistency, and the overall customer experience.

Qualifications

• Strong communication, leadership, and interpersonal skills.
• A positive attitude and a genuine desire to help others succeed.
• Ability to provide constructive feedback and hold employees accountable.
• Strong problem-solving and organizational skills.
• Ability to manage multiple priorities and follow through on commitments.
• Comfortable reviewing performance metrics and identifying opportunities for improvement.
• Customer service experience and the ability to handle challenging conversations professionally.
• Pest control experience or previous team leadership experience preferred.
• Willingness to learn, teach, and continuously improve.
• Ability to work in the field, carry required equipment, and work outdoors in varying weather conditions, with or without reasonable accommodation.
• Must meet applicable state licensing and company requirements for the position.

How Success Is Measured

Success in this role is measured by the manager's ability to develop Field Experts, improve service quality, and help customers remain with Moxie.

Key Indicators Include

• Improved customer retention and fewer preventable cancellations.
• Higher customer satisfaction and better service-related feedback.
• Fewer repeat service requests caused by incomplete or poor-quality work.
• Consistent field training, observations, and coaching follow-up.
• Improved Field Expert performance and adherence to service standards.
• Timely resolution of customer concerns and service issues.

Our Team Environment

At Moxie Pest Control, we believe in taking ownership, supporting one another, and finding solutions. We value leaders who are willing to roll up their sleeves, work alongside their teams, give honest feedback, and help others grow.

We are looking for someone who brings positive energy, takes pride in developing people, and understands that great customer experiences begin with great service.

If you enjoy coaching others, solving problems, and making a meaningful impact on both employees and customers, we encourage you to apply.

About Us:

Moxie Pest Control is on the lookout for dedicated individuals to join our dynamic team as TAP Insulation Installers. This is a fantastic opportunity for those who appreciate hands-on work and are eager to build a rewarding career in pest control and home services.