Support Center Manager

Description

Position Summary

J&J Exterminating is seeking a customer-focused Support Center Manager to lead our centralized Customer Support team. This position is responsible for overseeing the daily operations of a remote and in-office support center that provides exceptional customer service while supporting branch locations across multiple markets.

The Support Center Manager will lead a team responsible for payment processing, accounts receivable support, and administrative assistance. The ideal candidate is a strong leader who thrives in a fast-paced environment, embraces change, and is passionate about developing employees while improving operational efficiency.

Full-Time

On-Site

Monday-Friday, 8:00am - 5:00pm

Primary Responsibilities

• Lead, coach, mentor, and develop a team of Customer Service Representatives and Support Specialists.
• Monitor daily support center performance, service levels, and customer satisfaction metrics.
• Ensure adherence to company policies, procedures, and service standards.
• Manage staffing schedules to maintain appropriate service coverage.
• Partner with branch managers to provide consistent operational support.
• Supervise daily posting completion, payment processing, and administrative operations.
• Analyze reports and key performance indicators to identify opportunities for improvement.
• Conduct regular quality assurance reviews and coaching sessions.
• Assist with onboarding, training, and continuous development of support center staff.
• Develop, implement, and maintain Standard Operating Procedures (SOPs).
• Collaborate with Operations, Sales, and Field Service teams to improve the customer experience.
• Lead change management initiatives and support the implementation of new technologies, processes, and operational improvements.

Financial & Administrative Responsibilities

• Manage accounts payable and accounts receivable processes, including invoice review, payment reconciliation, and financial documentation.
• Generate, review, and distribute recurring operational and financial reports.
• Coordinate incoming and outgoing company mail and administrative correspondence.
• Oversee monthly financial closeout activities and ensure completion of required reporting.
• Review employee activity and productivity reports to ensure performance expectations are met.
• Maintain operational audit logs and data entry tracking reports to support quality assurance and compliance initiatives.
• Provide operational support to the customer service team by assisting with complex account inquiries and customer concerns.
• Serve as a backup for payment processing functions to ensure uninterrupted business operations.
• Provide backup support for batch review, approval, and release processes.
• Support cross-functional departments by providing administrative, financial, and operational assistance to maintain efficient daily operations.

Performance Expectations

The Support Center Manager will be responsible for achieving measurable performance goals, including:

• Quality assurance scores
• Team productivity
• Employee engagement and development
• Branch support satisfaction
• Process compliance

What We Offer

• Competitive salary
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k) with company match
• Professional development opportunities
• Opportunity to make a significant impact on company growth

DISCLAIMER: This job description may not be all-inclusive and is subject to change at any time. All employees are expected to perform other duties as assigned and directed by management. Position descriptions and duties may be modified whenever deemed appropriate. When applicable J&J will consider modifications to the essential job functions to reasonably accommodate a qualified individual with a disability if such accommodation does not create undue hardship. Employment at J&J Exterminating Co. is at-will. This position description is not intended, nor should it be construed to modify this employment at-will relationship.

Requirements

Required

• Strong leadership, organizational, and time management skills.
• Excellent communication and interpersonal abilities with a customer-first mindset.
• Experience coaching, mentoring, and developing employees in a team environment.
• Ability to prioritize multiple tasks and make sound operational decisions in a fast-paced environment.
• Strong analytical and problem-solving skills with the ability to interpret operational and performance data.
• Proficiency with Microsoft Office and Google Workspace.
• Commitment to delivering exceptional customer service and fostering a positive team culture.

Preferred

• Experience in customer service, operations, or support center environments.
• Experience in the home service industry.
• Knowledge of scheduling, dispatch, billing, or administrative support functions.
• Experience supporting remote or multi-location teams.
• Process improvement, project coordination, or change management experience.