We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries.

We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries.

We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

What do our Customer Service Managers do?

The Customer Service Center Manager (CSM) will play a key role in the development and execution of JP Pest Services, a division of Rentokil North America strategic plan and the CSC business plan.

The CSM will oversee the strategic plan by leading their designated team to effective execution of the tactical elements, by navigating challenges, and by removing obstacles to success, which in turn, will lead to goal attainment.

CSC success is dependent upon a high-level of leadership, engagement, coaching, communication, and translation by the CSM.

The CSM will require a high degree of focus on CSC performance & stability. The CSM must possess strong leadership qualities, effective communications skills, and a clear long-term vision capable of bringing about divisional alignment to annual and longer-term goals.

Additionally, they must possess the ability to navigate around the operational obstacles, setbacks, and challenges that present to their team.

The CSM must be highly effective at managing and leading necessary changes with the staff to ensure optimal Rentokil North America customer experience.

In addition, this individual will be responsible to oversee Supervisors remotely. They will help ensure proper staffing levels are accomplished in the most commercially responsible methods, and that all colleagues are effectively trained and capable to conduct their roles.

This position is also responsible for tracking performance against quality, cost, and customer experience metrics, on a daily, weekly, monthly basis, constantly making recommendations to continuously improve.

They will communicate, implement and follow customer service policies and procedures, as well as develop, recommend, and coordinate the implementation of new procedures with the support of Human Resources.

This position is also responsible for coordinating the customer service function with other departments and partners with the markets within the business to achieve goals.

They are accountable for the CSC budget and meeting financial objectives, as well as being responsible for the performance and results of a medium-sized team.

Responsibilities include, but are not limited to the following :

Recruit, select, onboard, train, coach and discipline colleagues in support of JP Pest Services of Rentokil North America’s CSC objectives.

Administer scheduling system in conjunction with the Workforce team.

Communicate job expectations; plan, monitor, appraise, and review job contributions.

Plan and review compensation actions.

Monitor and control compliance in accordance with established policies and procedures.

Implement change through continuous improvement within CSC with a customer focus.

Support cross company initiatives to drive improvements, improve efficiency and reduce customer complaints.

Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Work in partnership with other CSC management members to ensure service standards, and quality, are consistent across centers.

Manage the day to day performance of CSC to deliver best in class service, meeting or exceeding all KPIs.

Manage operations of leadership SPS team for the JP Pest Services Branch

Apply best practice, develop continuous improvement plans and make recommendations based upon colleague and customer insight.

Report and monitor individual and departmental performance metrics for continuous improvement.

Promote skill development, coach for improvement and growth, inspire others through your words and actions, ensure positive colleague morale, and embrace our mission, vision and core values to foster a positive and engaging work environment.

Lead, inspire and coordinate the CSC team at all levels to create and retain motivated and engaged colleagues.

Coach and train Supervisors and ensure that coaching and training is taking place for Customer Service Representatives.

Challenge Customer Service Representatives in providing exceptional support to both external and internal customers.

Exercise management authority, including performance reviews, discipline, and termination, and other personnel actions in partnership with Human Resources.

Encourage team members to look for opportunities for process simplification and improvements.

Make effective, independent decisions representing day-to-day issues that do not require team discussion, input or agreement.

Help the Customer Service Center develop goals, action plans, and time tables.

Ensure that Rentokil North America resources are reviewed and updated as needed.

Oversee the coordination of building space allocation and layout and communication services in the CSC.

Manage preventive maintenance of CSC equipment, including HVAC and office equipment.

Coordinate and oversee the work of colleagues or third party vendors who clean, repair and maintain building / facility and equipment for CSC.

Possess a strong business acumen that leads to positive outcomes.

Use leadership skills daily.

Read, write and comprehend written and spoken English (competency in Spanish or Canadian French a plus) to communicate effectively and professionally at all times.

Use active listening skills.

Apply excellent interpersonal, analytical, and time management skills.

Successfully work in a team environment.

Able to multitask in a fast-paced environment.

Possess exceptional organizational skills.

Be self-motivated.

Use PestPac, and other multiple operating systems.

Possess basic knowledge of Microsoft Office Suite 2007 or later, especially Excel, Word, and PowerPoint.

Have knowledge of Google Suite, especially Google Drive and associated programs frequently used at Rentokil North America.

What do you need?

Bachelor’s degree preferred

Coursework in business, sales, training, or teaching

Phone sales experience is preferred

Internal candidates must have attained supervisor level or higher status before any consideration for CSM

High School Diploma or GED - required

7 years of Customer service lead experience

4 years of Proven management and leadership experience and functional area expertise

Successfully meet pre-employment background screen

Position Type / Expected Hours of Work :

This is a full-time salaried position. Normal days and hours of work are Monday through Friday, 8 : 00 am to 5 : 00 pm or hours modified / added to meet performance demands.

Evening and weekend work may be required due to the seasonal nature of our business or as job duties demand, especially during busy seasons.

Travel :

Travel to company meetings and training events is required. Rare occasions for overnight stays, but possible and required.

Why Choose Us?

A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within.

We offer competitive pay and many of our roles offer performance incentives.

Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.

Click to read more about our Total Rewards Program which includes :

Professional and Personal Growth

Multiple avenues to grow your career

Training and development programs available

Tuition Reimbursement benefits (for FT Colleagues)

Health and Wellness

Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1

Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more

Savings and Retirement

401(k) retirement plan with company-matching contributions

Work-Life Balance

Vacation days & sick days

Company-paid holidays & floating holidays

A company mindset that prioritizes health, safety, and flexibility

We are looking for individuals who want to make a difference where our customers live and work. Is that you?

This company is a Drug Free workplace.

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Last updated : 2024-05-23