compensation: $48,000 to $50,000 with Annual Performance Review and Opportunity for Advancement, Medical Insurance, Dental, Vision, 401K, Life Insurance, Paid Time Off employment type: full-time
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VOTED BEST WORKPLACE FIRM SEEKS CUSTOMER SERVICE TEAM MANAGER
We are looking for an experienced, solution-oriented, positive professional to develop and manage our call center customer service team for one division of our company. You will have approximately five to seven customer service representatives reporting to you.
Do you hold yourself and others to a high standard and desire to improve your workplace and build up your team every day? Do you love to help others evolve professionally? Are you interested in advancing your own management skills? This may be the career for you! Whether serving a Fortune 500 company or a single-family home, we approach each account with the same commitment to 5-star customer service. Our clients deserve organized, detailed, considerate customer service experts to manage their accounts and address their concerns. From our office in Schaumburg, you will be instrumental in ensuring our vibrant team is performing at peak efficiency.
We humanely manage urban wildlife and control insects in the interest of human health and safety from an environmental sustainability perspective, with a love of nature, and a deep respect for all living things. We are a diligent team who works very hard, but we also like to have fun by embracing creativity and playfulness. Our walls are covered in funky art and we encourage everyone on our team to apply their creativity to evaluating and improving our processes. Please reply as soon as you can. We're scheduling interviews immediately.
Landmark Pest Management has served Chicago and the surrounding counties for over 40 years, with 100 full-time employees and 55 trucks on the road daily. Our insect pest control and animal damage prevention firm has been recognized for the quickest response rate and excellent customer service. Many institutions have come to rely on Landmark Pest Management, including:
Water treatment facilities
Multi-unit residential buildings
The Customer Service Team Manager will supervise all functions of the customer service team and organize their daily workflow to ensure the responsibilities of the office, from client communication to administrative tasks, to billing, are completed correctly and efficiently each day. S/he will also communicate with other members of the management team regularly throughout the day to verify that the Landmark office is operating cohesively with all other departments.
This position requires the ability to manage people. Candidates should possess the ability to identify a goal, orchestrate a plan to achieve this goal, and direct team members in a way that results in a successful outcome. They should be adept at identifying and capitalizing on employees’ strengths while also coaching their mindset and skill-set gaps with professionalism, tact, and compassion. Candidates should possess a nuanced understanding of customer service, client conversion, and sales. A drive to improve processes, stay organized, and communicate clearly and professionally, both verbally and in writing, is a must.
Oversee all office functions
Account and service report review
Distribute daily tasks amongst office staff and monitor progress on projects throughout the day
Ensure customer service representatives are providing exceptional customer service for every client during every call
Have a detailed understanding of each commercial account and its billing and service requirements
Coach employees to correct skill-set and mind-set gaps
Monitor customer service representative phone calls and coach employees to improve customer service, sales, and retention techniques
Ensure routes are being filled and scheduled correctly
Field all customer service representative questions and direct them in decision-making
Identify and create standard operating procedures for office functions that lack documented training
Be able to speak with new callers about their pest problems and exhibit expertise, establish value, and utilize emotional intelligence to convert them into clients and upsell services
Be able to speak with existing clients about their accounts; discuss the progression of their unique situation, answer common pest questions, and collect payments
Follow up with clients and prospective clients via telephone and email
Handle challenging client situations with patience and kindness
Maintain and update client accounts
Provide high-level support to the customer service staff, department management, and executive management
Perform data entry and clerical support
Train new team members
Prepare invoices, process payments, and review and collect on past due invoices
Manage invoicing, track Accounts Receivable
Keep a running report of contracted services
Attend workshops that focus on the areas of customer service, marketing, sales, and other business topics and implement the skills learned in these classes to improve the quality of the company’s service
Participate in online management courses
Other projects as assigned
A Successful Account Manager Will Possess the Following Traits and Abilities:
Proficiency in MS Word and Excel
Develop proficiency in the company’s client management and accounting software
Desire to develop skills in others
Passion for lifelong learning
Prioritization and organization
Make conscientious and deliberate decisions
Manage sensitive information and maintain confidentiality
Excellent customer service skills
Exceptional written and verbal communication both internally and with all stakeholders
Attention to detail
Work independently and as part of a team
Shift focus with grace and then refocus on a task
Work as part of a diverse and progressive team who value kindness and
Willing and eager to go the extra mile
Sense of responsibility and accountability
· Excellent health, vision, and dental insurance
· 401K with matching
· 529 College Savings Plan
· Long and short-term disability
· Paid time off
· Paid training
Associates/some college required.
Minimum of two years’ experience working in a supervisory role where the primary role was focused on managing a team of people.
We offer paid, extensive insect and wildlife training and do not require any prior experience in our field.
Monday through Friday: 8:00 am to 5:00 pm
Holidays: 8:00 am to 12:00 pm
How to Apply:
Please apply through this job posting. Please read the information provided above, and email your name, the town you live in, your telephone number, your availability and especially why you feel you would be a good candidate for this role. Please make sure to include your email address, because your email address is hidden from us through the Craigslist relay. A resume is preferred, however, if you don't have one please provide details regarding previous employment including name of employer, dates of employment and the duties you performed. Please make sure to include your telephone number, so we can call you back for a telephone interview.
Thank you. For more about us, please visit www.landmarkpest.com
Landmark Pest Management is an Equal Opportunity Employer.
Landmark Pest Management is a division of ABC Humane Wildlife Control & Prevention, INC.