Service Manager Trainee- MI​/OH Center

Are you a motivated leader who enjoys developing people, improving customer experiences, and driving operational success? Do you thrive in a fast-paced environment where you can make an impact through coaching, problem-solving, and team development? If so, you may be the perfect fit for our team.

We are seeking a talented Service Manager Trainee - Customer Support Center to support our Michigan & Ohio Customer Support Center.

You'll join a team backed by more than 120 years of delivering top-notch service and play a key role in supporting customer service operations, employee development, workforce planning, and leadership initiatives that help drive business success.

At Orkin, our purpose is to help protect the world where we live, work, and play. We operate a fast-paced Customer Support Center with dedicated scheduling, customer service, and billing teams that support customers and field operations throughout Michigan and Ohio.

The Service Manager Trainee is responsible for supporting the overall performance, development, and success of the Michigan & Ohio Customer Support Center. This role provides leadership support for customer service, scheduling, billing, employee development, workforce planning, and operational effectiveness. While recruiting and onboarding are important responsibilities, the primary focus of this position is to manage customer support teams, drive performance, resolve escalated customer concerns, and support day-to-day operations.

Through a structured management training program, this position prepares individuals for future leadership opportunities while partnering with Customer Support Center leadership to deliver an exceptional employee and customer experience.

• Own the onboarding process for newly hired customer support employees.
• Coordinate and facilitate new hire orientation and training activities.
• Monitor new hire performance, engagement, and progress throughout the onboarding period.
• Support employee development plans and career growth initiatives.
• Assist with training programs that promote continuous learning and professional development.
• Partner with department leaders to build internal talent pipelines and succession plans.

Help identify high-potential employees and future leadership talent.

• Support the day-to-day management of Customer Support Center operations, including scheduling, customer service, and billing functions.
• Partner with leadership to monitor team performance and ensure achievement of operational goals and service standards.
• Handle escalated customer concerns and service recovery situations with professionalism and urgency.
• Analyze operational metrics and identify opportunities to improve productivity, customer satisfaction, and efficiency.
• Support workforce planning and staffing initiatives to meet business needs.
• Lead or participate in continuous improvement projects designed to enhance customer and employee experiences.
• Collaborate with Customer Support Center leadership to improve operational effectiveness and deliver an exceptional customer experience.

• Provide ongoing coaching, feedback, and development support to customer support employees.
• Conduct side-by-side observations, performance discussions, and skill-development activities.
• Monitor individual and team performance metrics and partner with leadership to improve results.
• Assist with employee engagement initiatives and recognition programs.
• Support performance management processes, including coaching, accountability discussions, and development planning.
• Help foster a culture of accountability, collaboration, and continuous improvement.

• Participate in a structured…