What are the responsibilities and job description for the Pest Control Call Center Manager position at Academy Service Group?
Pest Control Call Center Manager
Hackensack, NJ (In-Office Position)
Position Overview
We are seeking a highly organized and results-driven manager to oversee daily operations for a growing pest control division. This leadership role will take full ownership of dispatch, scheduling, technician coordination, customer service performance, and revenue accountability.
This is a hands-on management position for someone who thrives in structure, accountability, and fast-paced service environments.
Key Responsibilities
Operations & Dispatch Management
- Oversee daily scheduling and routing of pest control technicians
- Manage emergency service calls and high-priority accounts
- Optimize routes for efficiency and profitability
- Ensure jobs are completed accurately and on time
Revenue & KPI Management
- Track daily, weekly, and monthly revenue performance
- Monitor gross margins and average ticket values
- Identify upsell opportunities and service plan growth
- Hold team accountable to performance benchmarks
Team Leadership
- Manage and coach dispatchers and call center staff
- Implement scripts, service standards, and workflow processes
- Conduct performance reviews and ongoing training
- Foster a culture of accountability and teamwork
Customer & Client Relations
- Handle escalated customer concerns professionally
- Maintain strong communication with residential and commercial clients
- Ensure high service satisfaction and retention
Systems & Reporting
- Maintain CRM/service software accuracy
- Generate and review operational reports
- Improve systems and internal processes
Qualifications
- 3 years of management experience (service or field operations preferred)
- Experience in dispatching, call center leadership, or service coordination
- Strong understanding of revenue tracking and operational metrics
- Highly organized with strong decision-making ability
- Comfortable leading in a structured, performance-driven environment
Pest control or home service industry experience is strongly preferred.
Compensation
- Competitive salary based on experience
- Performance-based bonus opportunities
- Long-term growth potential