Customer Care Center Manager
Chandler, AZ Chandler, AZ Full-time Full-time $65,000 - $80,000 a year $65,000 - $80,000 a year Overview:
The Shield Co.
Management / EcoShield Pest Solutions is one of the fastest growing pest control companies in the country! Simply stated, we provide comprehensive solutions for pest-free living, but our purpose is to spread happiness.
We accomplish that by delivering above and beyond experiences, not only to our customers but also to our employees, partners, and communities, who we consider family.
Currently, we are hiring for a Customer Care Center (CCC) Manager.
The CCC Manager is directly responsible for instilling a can-do and customer-focused attitude in every employee, creating a culture characterized by empathy, friendliness, and expertise.
The CCC Manager serves as the point person responsible for department-wide staffing, disciplinary oversight, and performance evaluations for supervisors and their teams.
This position ensures the overall performance of the CCC and that performance standards are met and exceeded.
These standards include, but are not limited to, retention percentage, speed of service to customers, employee retention, industry / company expertise and service quality.
If this sounds like you, come join the team and start spreading happiness by working to keep bugs out of our customer's beds, barbecues, bungalows, and businesses! Pay and Benefits The Company is proud to offer competitive pay, growth opportunities, full benefits, and quarterly/annual bonuses (in applicable positions)! Competitive annual salary ($65,000 - $80,000 DOE) Additional compensation opportunities Paid Time Off Sick/Safe time - 1 hour per every 30 hours worked with a maximum of 80 hours annually Paid Vacation 10 company-paid holidays Benefits (employee as well as family) Medical Health Savings Account (HSA) Dental Vision Voluntary Life Short-Term and Long-Term Disability 401(k), with match of 100% of the first 3% of each employee's contribution and 50% of the next 2% Employee Assistance Program Rally Health and Wellness Program Employee and Friends/Family Discounted Pest Control Services
Responsibilities:
What will I be doing in this position? We understand that we cannot list every single task that you will do in this position, but below is an overview of our expectations:
Oversees and develops a team of supervisors to continuously improve performance and increase morale for CCC teams, ensuring that customer support and operational goals are continuously met or exceeded.
Effectively guides and leads supervisors by establishing goals, directing their work, providing insights and developing their skills Contributes to and implements strategies devised by Director of Customer Care and CCC Director to improve department performance across all key performance indicators Interviews, hires, and fully onboards CCC employees, overseeing all associated account setup and personnel file processes Monitors equipment inventory and ensures that employees have all necessary equipment in advance Facilitates classroom training for all new CCC employees, both in Arizona and with BPO partners Establishes CCC schedule to ensure appropriate staffing levels in alignment with peak volume times, scheduling team breaks, lunches, team meetings and call coachings to maintain efficient and high-quality customer care throughout all hours of operation Regularly walks the floor and provides immediate post-call coaching to improve service quality and KPIs Communicates ongoing performance issues with management and proactively devises strategic plans for both individual and department performance improvements Completes other duties as assigned Physical Demands and Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear The employee may occasionally lift and/or move up to 25 pounds Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regular standing, walking, and sitting The ability to use a computer and telephone systems is essential to work.
Work is inside a climate-controlled office with moderate noise level
Qualifications:
Am I qualified for this position? While we would love the opportunity to connect with everyone that applies, we will be focusing on those applicants that meet or exceed the qualifications below:
High school diploma or general education diploma (GED) 1 year
related experience and/or training in sales and dealing with the public, or equivalent combination of education and experience preferred 1 year
experience in a management position, ideally in a contact / call center environment Maintains knowledge of company policies, procedures, and service offerings The Shield Co.
Management LLC/EcoShield Pest Solutions is an equal opportunity employer.
Estimated Salary: $20 to $28 per hour based on qualifications.
The Shield Co.
Management / EcoShield Pest Solutions is one of the fastest growing pest control companies in the country! Simply stated, we provide comprehensive solutions for pest-free living, but our purpose is to spread happiness.
We accomplish that by delivering above and beyond experiences, not only to our customers but also to our employees, partners, and communities, who we consider family.
Currently, we are hiring for a Customer Care Center (CCC) Manager.
The CCC Manager is directly responsible for instilling a can-do and customer-focused attitude in every employee, creating a culture characterized by empathy, friendliness, and expertise.
The CCC Manager serves as the point person responsible for department-wide staffing, disciplinary oversight, and performance evaluations for supervisors and their teams.
This position ensures the overall performance of the CCC and that performance standards are met and exceeded.
These standards include, but are not limited to, retention percentage, speed of service to customers, employee retention, industry / company expertise and service quality.
If this sounds like you, come join the team and start spreading happiness by working to keep bugs out of our customer's beds, barbecues, bungalows, and businesses! Pay and Benefits The Company is proud to offer competitive pay, growth opportunities, full benefits, and quarterly/annual bonuses (in applicable positions)! Competitive annual salary ($65,000 - $80,000 DOE) Additional compensation opportunities Paid Time Off Sick/Safe time - 1 hour per every 30 hours worked with a maximum of 80 hours annually Paid Vacation 10 company-paid holidays Benefits (employee as well as family) Medical Health Savings Account (HSA) Dental Vision Voluntary Life Short-Term and Long-Term Disability 401(k), with match of 100% of the first 3% of each employee's contribution and 50% of the next 2% Employee Assistance Program Rally Health and Wellness Program Employee and Friends/Family Discounted Pest Control Services
Responsibilities:
What will I be doing in this position? We understand that we cannot list every single task that you will do in this position, but below is an overview of our expectations:
Oversees and develops a team of supervisors to continuously improve performance and increase morale for CCC teams, ensuring that customer support and operational goals are continuously met or exceeded.
Effectively guides and leads supervisors by establishing goals, directing their work, providing insights and developing their skills Contributes to and implements strategies devised by Director of Customer Care and CCC Director to improve department performance across all key performance indicators Interviews, hires, and fully onboards CCC employees, overseeing all associated account setup and personnel file processes Monitors equipment inventory and ensures that employees have all necessary equipment in advance Facilitates classroom training for all new CCC employees, both in Arizona and with BPO partners Establishes CCC schedule to ensure appropriate staffing levels in alignment with peak volume times, scheduling team breaks, lunches, team meetings and call coachings to maintain efficient and high-quality customer care throughout all hours of operation Regularly walks the floor and provides immediate post-call coaching to improve service quality and KPIs Communicates ongoing performance issues with management and proactively devises strategic plans for both individual and department performance improvements Completes other duties as assigned Physical Demands and Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear The employee may occasionally lift and/or move up to 25 pounds Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regular standing, walking, and sitting The ability to use a computer and telephone systems is essential to work.
Work is inside a climate-controlled office with moderate noise level
Qualifications:
Am I qualified for this position? While we would love the opportunity to connect with everyone that applies, we will be focusing on those applicants that meet or exceed the qualifications below:
High school diploma or general education diploma (GED) 1 year
related experience and/or training in sales and dealing with the public, or equivalent combination of education and experience preferred 1 year
experience in a management position, ideally in a contact / call center environment Maintains knowledge of company policies, procedures, and service offerings The Shield Co.
Management LLC/EcoShield Pest Solutions is an equal opportunity employer.
Estimated Salary: $20 to $28 per hour based on qualifications.
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