CSR Lead

Overview

Join the Customer Care Center of an Industry Leading Wildlife Management Company!

Founded in 1984, Trutech Wildlife Service & Critter Control Operations specialize in nuisance wildlife management services for residential and commercial properties, providing leading wildlife, animal and integrated pest control services across the nation. We work with wildlife and people alike and have amazing careers to offer in a recession resistant business.

Learn more about us here!

The objective of the Customer Care Lead is to provide leadership, coaching, and daily operational support to the Customer Care team while ensuring exceptional customer service, quality, and efficiency. This role partners closely with management to develop team members, resolve escalated issues, and help drive department performance.

• Highly competitive compensation package
• Comprehensive benefits package including medical, dental, vision & life insurance
• 401(k) plan with company match, employee stock purchase plan
• Paid vacation, holidays, and sick leave
• Employee discounts, tuition reimbursement, dependent scholarship awards

• Coach and develop Customer Care Specialists through call reviews and ongoing feedback
• Conduct live call monitoring and quality assurance evaluations to ensure service excellence
• Address performance concerns and assist with coaching, corrective action, and employee development
• Respond to management requests and resolve field complaints, customer concerns, and service issues
• Generate and analyze reports to monitor team performance and identify opportunities for improvement
• Assist with workforce management, including staffing levels, scheduling and shift coverage
• Partner with leadership to ensure department goals and service level expectations are met
• Provide guidance and support to team members throughout the day
• Assist with special projects and additional responsibilities as assigned by upper management

• You are a natural leader who enjoys coaching and developing others
• You excel at problem-solving and making sound decisions in a fast-paced environment
• You have excellent communication and conflict resolution skills
• You are organized and able to manage multiple priorities simultaneously
• You are comfortable providing constructive feedback while fostering a positive team environment
• You are detail-oriented and driven by quality and continuous improvement

We go where the wildlife goes! Candidates must be physically capable of safely performing the following job duties:

• Perform duties while seated for extended periods of time
• Monitor live customer interactions and provide real-time coaching and support
• Navigate multiple computer systems while reviewing calls, reports, and customer information
• Communicate effectively with team members, management, and field personnel throughout the day
• Maintain focus in a fast-paced, metrics-driven environment with changing priorities
• Balance leadership responsibilities while supporting daily operational needs

• High School Diploma required;
  Associate's or Bachelor's degree preferred
• Previous customer service and leadership or supervisory experience preferred
• Strong coaching, communication, and conflict resolution skills
• Experience with quality assurance, performance management and workforce scheduling preferred
• Proficient with Microsoft Office and CRM systems
• This position works a 10:00 AM - 7:00 PM Eastern Time schedule
• Candidates do not need to be local to our Marietta office; however, local candidates are preferred to allow for occasional in-person collaboration with leadership

Critter Control and Trutech are an Equal Opportunity / Protected Veterans / Individuals with Disabilities Employer

This requisition is expected to be live for 30 days from initial date of posting. The hiring process will be conducted in compliance with all state and local laws. The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.