Customer Retention & Operations Manager

We are a growing pest control company looking for a high-energy, results-driven professional who can handle a fast-paced, high-volume environment without missing a beat. This role is split between two critical functions — retaining customers and keeping our operations running smoothly. You will be handling 10–20 escalated customer calls per day while also managing billing, scheduling, call center oversight, and reporting.

KPIs play a central role in this position, both in how success is measured and in how your compensation is structured. If you are someone who thrives under pressure, takes ownership of outcomes, and wants to be directly rewarded for your performance, this role is built for you.

Full details will be shared during the interview process.

• Per-account bonus for every customer you successfully retain
• Per-account bonus for enrolling customers in autopay or updating expiring payment info
• Tiered monthly bonus for keeping customer attrition under target thresholds
• Commission on past-due invoice collections

This is a high-volume, high-accountability role. A typical day will include handling 15-20 escalated calls from customers considering canceling their service — your job is to listen, problem-solve, and keep them. In between those calls you will be managing billing issues, supporting field technicians, scheduling customers, and keeping our data accurate. This is not a role for someone who needs a slow pace or heavy direction.

It is a role for someone who can switch gears quickly, stay organized under pressure, and take pride in owning their results.

• Handle 15–20 escalated calls per day from customers seeking to cancel and make a genuine effort to retain them
• Proactively reach out to customers with past service issues to ensure their concerns were properly resolved
• Respond to customer disputes and deliver consistently high-quality service in every interaction

• Manage and hold accountable call center partner
• Audit calls weekly to ensure proper call flow and quality standards are being met
• Communicate directly with the call center manager to address performance issues and drive improvement

• Schedule customers for services and inspections
• Optimize and organize technician routes to improve efficiency in the field
• Assist field service staff in real time via phone and text as needed

• Ensure customers are being billed correctly and resolve any billing discrepancies
• Prepare and post deposits, handle invoicing, and manage accounts receivable
• Enter accounts payable and receivable data accurately into our system
• Proactively call customers with past-due balances to communicate and obtain timely payment

• Maintain organized and up-to-date customer files; correct data as needed to ensure accuracy
• Deliver data and reports to management and ownership on a regular basis
• Assist with research, phone follow-ups, and preparation of reports, letters, and general correspondence
• Onboard new employees into our HR portal, ensuring a smooth and organized onboarding experience
• Perform weekly office cleaning and receive deliveries

• Strong communicator who can confidently handle difficult conversations with empathy and professionalism
• Thrives in a high-volume, fast-paced environment and can manage multiple priorities without losing focus
• Self-starter who takes ownership of outcomes rather than waiting for direction
• Detail-oriented with strong organizational skills
• Comfortable working with billing systems and customer databases
• Motivated by KPIs and energized when effort is directly tied to earnings
• Experience in customer service, retention, or office operations preferred
• Pest control or home services industry experience is a plus, but not required