Job Description
Position Summary
Aspen Pest Control is redefining what “great service” looks like in the pest‑control industry. As our Operations Team Lead, you’re the steady hand that keeps daily operations moving—balancing live CSR work with queue coordination, light scheduling support, and day‑to‑day office assistance. You’ll act as a knowledgeable point person for the CSR (Inside Sales) team without formal people‑management responsibilities (no performance reviews, disciplinary actions, or recurring 1:1s). You’ll collaborate closely with the Office Manager and help translate plans into smooth, on‑time execution so customers get consistently excellent experiences.
Why This Role Stands Out
- Hands‑on impact: Split time between live customer work and making operations flow.
- Team champion : Guide peers on process and quality in the moment—without owning formal supervision.
- Growth runway: Build leadership and ops muscles while partnering tightly with the Office Manager and broader leadership.
Key Responsibilities
CSR Queue Coverage & Day-to-Day Coordination
- Handle inbound/outbound CSR (Inside Sales) calls, texts, emails, and chats; book services, answer product/service questions, and resolve routine issues.
- Keep an eye on real-time volume; redistribute tasks, flag bottlenecks, and coordinate quick pivots so SLAs are met.
- Model high-quality conversations and documentation; share quick tips and SOP reminders to help peers stay sharp.
Customer Experience & Escalations
- Own first- and second-level escalations; resolve most issues using established policies/SOPs.
- Triage and hand off final or sensitive escalations to the Office Manager; document context and recommended next steps.
- Monitor online feedback/NPS dashboards during your shifts; draft suggested responses or recovery actions for Office Manager approval.
Scheduling & Technician Support
- Assist with building/adjusting daily routes to reduce drive time and honor customer preferences.
- Coordinate day-of changes (reschedules, add-ons, weather/vehicle impacts) and communicate updates to technicians and customers.
Office Support
- Help maintain service agreements and basic logs (e.g. check processing, lock-up checklist).
- Pitch in to keep the office safe, tidy, and compliant with company policies.
Reporting & Analytics
- Analyze performance dashboards and highlight trends with potential root causes; suggest quick corrective actions for review.
Continuous Improvement & Special Projects
- Capture friction points from the floor; propose SOP tweaks and quick wins.
- Participate in UAT for new tools or workflows; help craft change-management notes for the team.
Drive Sales Results
- Coach the CSR team to exceed sales and lead-conversion targets; step in on high-value or loss-risk calls during peak periods.
- Help track individual and team performance, celebrate wins, and recalibrate strategies as needed.
What We’re Looking For
- Customer Service Excellence: 3 + years in a CSR/Inside Sales or service-oriented role.
- Peer Leadership: 1+ years prior experience as a Senior CSR, shift lead who is comfortable guiding peers in real time without formal authority.
- Sales Enablement & Coaching: Demonstrated success supporting an inside‑sales team; interpreting performance metrics, providing actionable coaching, and removing obstacles so CSR reps consistently hit or surpass collective targets in a fast‑paced environment.
- Operational & Organizational Savvy: Strong time management; able to juggle queue work, schedule tweaks, and support tasks without dropping balls.
- Technical Proficiency: Confident with Google Workspace; quick to learn CRM/Field Routes-style tools; familiarity with QuickBooks or similar is a plus.
- Communication: Clear, calm, and customer-first in writing and on the phone; collaborative across office and field teams.
- Data Curiosity: Comfortable interpreting dashboards, asking “why,” and acting on insights.
- Education: High‑school diploma or GED required
- Integrity & Resilience: Dependable, ethical, problem‑solving ability, and persistence in the face of challenges.
Job Perks & Compensation:
Pay: $50,000 annually (plus commission opportunities)
Benefits:
- Paid Vacation (PTO)
- Paid Holidays
- Health & Dental Insurance
- Simple IRA
- Employee discounts
- Performance-based incentive bonuses
Grow Your Leadership—By Influence.
This role blends hands‑on CSR work with real‑time sales coaching and day‑to‑day ops coordination. If you’re ready to elevate team performance and customer outcomes—and build toward your next leadership chapter—we’d love to talk!
Aspen Pest Control is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.