Job Description

Job Description

Job Description

Play your part in our team succeeding!

Customer service is at the core of Moxie Pest Control’s mission to improve the quality of life for our customers and employees. The Call Care Manager is a key role to provide quality service to all of our customers. The Call Care Manager oversees a team of Customer Service Agents and leads their day-to-day performance.

Core Responsibilities:

• Oversee the day-to-day activities of the customer service team, ensuring that all customer interactions are handled professionally, efficiently, and empathetically.
• Maintain high service levels by setting clear expectations for response times, quality of service, and customer satisfaction.
• Address complex or escalated customer issues directly, providing timely resolutions while maintaining strong relationships with customers.
• Monitor customer interactions to ensure consistency in communication and adherence to service standards.
• Continuously assess team training needs and organize training sessions to enhance product knowledge, sales skills, and customer service techniques.
• Implement ongoing learning initiatives to ensure that team members stay updated on company products, policies, and procedures.
• Provide regular coaching and feedback, helping team members improve their performance, resolve customer issues effectively, and enhance sales skills.
• Develop a culture of continuous improvement, encouraging team members to pursue professional development opportunities and certifications.
• Ensure that all customer transactions, documentation, and data entries are processed accurately and in a timely manner.
• Regularly review customer service workflows and processes, identifying areas for improvement and ensuring alignment with company standards and industry best practices.
• Collaborate with the operations team to streamline and refine internal processes, enhancing efficiency and reducing errors in service delivery.
• Maintain and ensure compliance with internal and external regulatory requirements and policies, guaranteeing that all processes are performed according to guidelines.

Detailed Responsibilities and Expectations:

● Manage the daily operations of inbound and outbound interactions to meet service level expectations.

● Monitor live calls and messages to deliver appropriate solutions for our customers.

● Real-time management of contact center metrics and statuses.

● Analyze contact center, staffing, and performance metrics.

● Manage agent behavior and expectations to meet company goals.

● Manage team time and attendance.

● Handle supervisor/escalated calls.

● Review interaction scorecards and coach to Quality Assurance standards.

● Enforce company policies and minimum performance requirements.

● Plan incentives and foster a positive culture.

● Be the solution to problems that cross your path.

● Meet with the team regularly to review performance and career development.

● Facilitate meetings and training in an effective and engaging manner.

● Lead others by example in thinking creatively and critically, as well as in effort and urgency.

● Hold yourself and others accountable to company expectations.

● Communicate clearly and often, ask questions!

Qualifications:

● Bachelor’s Degree preferred, or equivalent combination of education and work experience.

● Intermediate knowledge in Google Sheets and/or Microsoft Excel.

● Experience with call center operations and contact center software.

● Strong analytical skills.

● Professional verbal and written communication skills.

● Able to understand and describe complex problems.

● Has a clear understanding of prioritizing tasks and meeting deadlines.

● Able to motivate and inspire action in others.

● Willingness to provide honest feedback to supervisor, peers, and direct reports.

● Demonstrated ability to lead others and delegate tasks.

About Us:

Moxie Pest Control is named for the drive and enthusiasm embraced by our team! Our mission is to improve the quality of life for our customers, team, and community. We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character. We’re more than just a pest control company!

What We Live By:

Do The Right Thing

● We believe in striving to do the right thing because we genuinely care about our customers.

Be Nice

● We think kindness is contagious, and we believe small gestures can have a big impact.

Be The Solution

● It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.”

Keep Improving

● Because we care about helping our customers, we take our job knowledge seriously.

Company Perks:

At Moxie Pest Control we offer a total rewards package that supports the health, life, and career of our employees. The available plans and programs include:

● 2021 - 2022: Great Places To Work and Top Places to Work

● Awards & Recognition

● Monthly Company Events

● Quarterly Service Projects

● Paid Time Off

AAP / EEO Statement:

Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated.

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