Rollins, Inc. · 6 hours ago
Customer Service Team Manager
Louisville, IL
Full-time
Hybrid
Mid, Senior Level
$65K/yr - $69K/yr
4+ years expRollins, Inc. is a trusted member of the pest control industry, and they are seeking a Customer Service Team Manager to lead their energetic Customer Service Team. The role involves overseeing customer service representatives, managing customer inquiries, and ensuring high-quality service delivery to enhance customer satisfaction.
CommercialConsumerHome ServicesService Industry
Responsibilities
Use KPI's to develop a strong team via goal setting and accountability
Quality Assurance: Perform a minimum of two Call Qualities per week per rep and use the information to coach reps
Hire & train new reps, train existing reps on multiple CRM platforms
Create processes & work schedules to improve rep performance and customer experience
Conduct weekly One-on-One coaching sessions with each rep to review KPIs & Call Qualities
Answer inbound calls from existing customers regarding their services, scheduling, contract specifications, or billing inquiries
Schedule pest control service by determining area of service, technician availability, and customer availability
Note customer accounts in service system with actions that were taken
Message or call technicians when necessary for more information on customer requests
Place outbound calls as needed
Respond to call escalations
Assist with monitoring and responding to customer correspondence through shared mailboxes
Qualification
Required
Must have at least a high school diploma or equivalent
Must have at least 4 years progressive Customer Service with experience in scheduling services (such as for a home services or route-based service industry)
Must have at least 2 years' supervisory experience in a related field
Must have constant access to reliable Internet at high data speeds
Must have designated home office space with ability to perform work uninterrupted through workday
Must be able to pass criminal history background check and drug screen
Preferred
Familiarity with Avaya, CMS Reporting and Work Force Management is a plus
Knowledgeable (after training) about basic pests native to our area
Ability to multi-task, be detail-oriented and highly organized
Ability to think critically and use previous experience as a guide for solving problems
Ability to remain calm and professional at all times, particularly under stress
Ability to adjust communication style to each customer and/or technician
Ability to use available resources to research problems
Ability to provide top-notch customer service
Skilled in using a variety of software programs (including Microsoft Office)
Skilled in effective communication both verbally and in writing
Benefits
Comprehensive benefits package including low cost medical, dental, vision insurances, 1x annual salary life insurance, and many more optional benefits (visit rollinsbenefits.com for more information)
401(k) plan with 4.5% company match, Rollins Corporation employee stock purchase plan
Six paid holidays and a generous PTO (paid time off) program--receive up to 15 PTO days your first year
Employer discount program through PerkSpot
Continuous training and education through our in-house training sessions as well as outside seminars
Company
Rollins, Inc.
At Rollins, our mission is simple: to become the best service company in the world.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2.06B2025-11-10Post Ipo Secondary· $200M
2025-02-19Post Ipo Debt· $500M
2023-09-07Post Ipo Secondary· $1.36B
Leadership Team
Jerry Gahlhoff Jr.
Chief Executive Officer & President
Renee Pearson
GVP & Chief Technology Officer
Recent News
MarketScreener
2025-12-05
2025-11-13
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