Customer Service Manager

Orkin Australia has been established in the Australian market for several years through its family of brands, Allpest, Statewide Pest Control, Adams Pest Control, Murray Pest Control and Scientific Pest and Vegetation Management and Protectant Pest Management.

Through this national network, Orkin Australia services clients in all major cities and regions. Our objective is to be the company of choice in providing pest management solutions through delivering a service of unmatched quality, reliability and safety.

About the Role

We are seeking an experienced and highly organised Customer Service Manager to lead and support our Customer Service team.

Reporting directly to the Branch Manager, this is a key operational role responsible for ensuring the smooth day to day running of the Customer Service Department, coordinating technician schedules, maintaining strong customer relationships and supporting our Operations and Sales teams.

Responsibilities and duties

• Lead, mentor and support the Customer Service team to deliver a high standard of service and performance.
• Respond to customer enquiries, concerns and escalations professionally and promptly.
• Monitor upcoming service requirements and ensure work is scheduled and completed within required timeframes.
• Process technician paperwork and service information accurately and efficiently.
• Review service requirements, determine appropriate charges and assist with invoicing and billing processes.
• Identify scheduling, customer service and administrative issues early and assist in implementing practical solutions.
• Support the ongoing improvement of Customer Service processes, systems and team performance.

Skills and experience

To be successful in this role it is essential that you have:

• A minimum of 2 years' experience in a customer service supervisory, team leader or management position.
• Strong planning, scheduling and organisational skills.
• Experience managing competing priorities across multiple customers, staff and service requirements.
• The ability to remain organised and make sound decisions in a fast-paced environment.
• Strong problem-solving skills and the confidence to resolve day-to-day operational issues.
• Strong interpersonal skills and the ability to lead, support and develop a team.
• A high level of attention to detail and accuracy.
• Experience using CRM, scheduling or field-service management systems would be highly regarded.

The successful candidate must be able to pass a pre-employment D&A and criminal history check.

Why Join Us?

This is an opportunity to take ownership of an important operational function within an established and growing business. You will work closely with the Branch Manager, Operations and Sales teams and could influence how our Customer Service Department develops moving forward.

To apply, click ‘apply for this job’ now and follow the prompts!