Supervisor, Customer Care at Moxie Pest Control

Irving, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Performance Appraisals, Customer Complaint Resolution, Quality Assurance, CSAT Monitoring, Data Collection, Reporting, Knowledge Base Creation, Procedure Improvement, Communication, Interpersonal Skills, G-Suite, Google Docs, Google Slides, Google Sheets, CRM

Industry

Consumer Services

Description

Play Your Part In Our Team Succeeding! The Customer Care Supervisor provides direction to the department by assigning, directing and reviewing work of staff. Supervisory duties include training, writing, and conducting performance appraisals. Duties also include resolving escalated customer complaints and disputes. Core Responsibilities * Manages a team of assigned customer care experts and ensures they comply with company guidelines particularly related to quality of service and CSAT. * Monitors or reviews calls or other correspondence between experts and customers. * Ensures that experts are informed about changes to company products and services. * Collects data and prepares reports on customer complaints and inquiries. * Prepares monthly reports summarizing the assigned customer care teams performance. * Prepares knowledge-based documents such as summaries and responses to frequently asked questions. * Identifies opportunities to update or improve customer service procedures and makes recommendations to the Contact Center Director or other appropriate staff. * Performs other related duties as assigned. Qualifications * Bachelor's degree preferred * At least three years of customer service experience is preferred * Previous experience in a supervisory role preferred. * Basic understanding of G-Suite applications (Google Docs, Google Slides, Google Sheets * Become an expert at PestRoutes - our CRM * Excellent communication, interpersonal and team management skills * Driven and ambitious individual with a strong desire to succeed. About Us Moxie Pest Control is named for the drive and enthusiasm embraced by our team! Our mission is to improve the quality of life for our customers, team, and community. We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character. We’re more than just a pest control company! What We Live By Do The Right Thing We believe in striving to do the right thing because we genuinely care about our customers Be Kind We think kindness is contagious, and we believe small gestures can have a big impact. Be The Solution It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.” Keep Improving Because we care about helping our customers, we take our job knowledge seriously. Company Perks At Moxie Pest Control we offer a total rewards package that supports the health, life, and career of our employees. The available plans and programs include: * 2021 & 2022: Great Places To Work and Top Places to Work * Awards & Recognition * Hybrid Work Environment * Monthly Company Events * Company Service Projects * Comprehensive medical coverage that covers many common services at no cost or for a low copay * Additional options for dental and vision benefits, life and disability coverage and more * 401K Plan * Roth IRA * Long- and Short-term Disability Coverage (Voluntary) * Paid Time Off AAP / EEO Statement Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Responsibilities

The Customer Care Supervisor manages a team of experts, ensuring compliance with quality and CSAT guidelines by monitoring interactions and informing staff about product changes. Key duties include resolving escalated complaints, preparing performance reports, creating knowledge-based documents, and recommending procedural improvements.