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 Customer Care Center Supervisor to our team in Gilbert, AZ. The Customer Care Center Supervisor provides individualized support to each Customer Care Specialist and ensures that our customers receive quality and efficient service.

If this sounds like you, come join the team and start spreading happiness by keeping bugs out of our customers beds, barbecues, bungalows, and businesses!

Pay and Benefits

The Company is proud to offer competitive pay, growth opportunities, full benefits, and monthly/quarterly/annual bonuses (in applicable positions)!

For this role, we offer:

• Competitive salary ($40,000 - $55,000 DOE)
• Additional compensation opportunities
• Paid time off

• Sick 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 employees contribution and 50% of the next 2%
• Employee Assistance Program
• Rally Health and Wellness Program
• Employee and Friends/Family Discounted Pest Control Services

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:

The Customer Care Center Supervisor assists department leadership in providing consistent, data-driven oversight and manages multiple aspects of department reporting. Communication, organization, and a commitment to ensure department goals are met are imperative to this role.

• Train, develop, and manage a team of Customer Care Team Leads, continuously improving the performance of the team through coaching and counseling
• Assist management?with?collecting, reporting, and analyzing key performance metrics?
• Drive improvement in key performance indicators (KPIs) and metrics
• Monitor and ensure that team is compliant with the guidelines of company policies and department requirements?
• Provide?weekly individual development to each team member and addresses performance issues utilizing progressive disciplinary action
• Orchestrate bi-weekly team meetings to provide training and maintain synergy??
• Monitor timely and consistent completion of all?daily tasks??
• Supervise the call queue?to ensure timely and consistent customer service?
• Handle complex customer service escalations and leads by example to demonstrate how to take above-and-beyond care of difficult accounts
• Work closely with new team members to instruct them on company policies and best practices?
• Facilitate new employee training and development
• Field performance and procedural errors sent by local offices to CCC and corrects/coaches team members accordingly?
• Maintain friendly and professional communication with?all employees to model leadership and ensure positive team culture
• Maintain excellent working knowledge of company policies and procedures

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 frequently is required to walk. The employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl, under or over objects.
• 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

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)?
• 6 months related experience and/or training in sales and dealing with the public, or equivalent combination of education and experience preferred?
• 6 months ?experience in a management position, ideally in a contact center environment

The Shield Co. Management LLC/EcoShield Pest Solutions is an equal opportunity employer.