Customer Service Manager (Virtual) in Atlanta, Georgia at GOT BUGS INC

got bugs? Termite & Pest Solutions, one of the leading pest control companies in Atlanta, Georgia, is looking for an experienced, organized and people-focused virtual customer service manager to lead our growing remote team.

In this role, you’ll oversee our virtual CSR team who also serve as our inside sales team. You’ll manage inbound calls and leads, track sales performance and make sure every customer interaction reflects the high standards our company is known for. Additionally, you’ll be the go-to resource for escalated customer issues. When a situation needs a steady, experienced voice on the other end of the phone, that’s you.

This position is as much about developing people as it is about managing processes. You’ll be responsible for hiring, onboarding and training new CSRs, conducting regular one-on-ones and leading team meetings. You’ll also monitor and grade calls for script adherence and quality and you’ll run the reports and KPIs that keep the team on track. On the operations side, you’ll oversee how the team uses our CRM and other software, manage lead follow-up and response times, help document internal processes and handle scheduling and time-off coverage, including making sure our weekend shifts are staffed.

And unlike a lot of remote roles where you sign in and nobody talks to you until something goes wrong, we believe in keeping our team connected and engaged. You’ll lead the daily morning meeting with your department and stay in constant contact throughout the day because even though you’re not in the office, you’re still very much a part of what drives our success.

If you’re an experienced customer service leader who knows how to build accountability, keep morale high and develop the people around you, we’d love to talk with you about joining the got bugs? family. For more information about our company, please visit our website at https://www.got-bugs.com.

Responsibilities at a glance

• Manage and support the virtual CSR team, who also serve as the inside sales team
• Hire, onboard and train new CSRs
• Lead daily morning huddles, team meetings and regular one-on-ones with direct reports
• Monitor and grade calls to ensure script adherence and service quality
• Track sales numbers and monitor KPIs, running reports for leadership review
• Handle escalated customer issues and complaints
• Manage inbound calls and leads, stepping in on the phones to support the team as needed
• Oversee CRM and software usage to ensure accuracy and efficiency
• Manage lead follow-up and response to inbound inquiries, emails and texts
• Assist with internal process and procedure documentation
• Manage schedules, time-off requests and weekend coverage for the team
• Lead ongoing team training and development
• Collaborate with leadership on customer service and sales goals

• 3+ years prior management or supervisory experience in customer service, inside sales or a call center environment required
• Previous experience managing a remote team strongly preferred
• Home services, pest control, roofing, HVAC, plumbing or similar industry experience preferred
• Must be based in the United States
• Available to work Monday through Friday 8 a.m. to 5 p.m. EST with occasional weekend availability as needed
• Strong coaching and communication skills with the ability to motivate and develop others
• Comfortable analyzing data and using it to guide decisions and improve team performance
• Strong proficiency with CRM systems and office software
• Must be able to communicate clearly and professionally in English in a way that is easily understood by our customers and team
• Highly organized with strong attention to detail and the ability to prioritize in a fast-paced environment
• Proactive problem-solver who can work independently and take ownership of outcomes
• Customer service oriented with a genuine commitment to resolving issues professionally

About Us
got bugs? Termite & Pest Solutions is a local, family-owned company that has been serving the metro Atlanta area since 2006. Whether we’re handling an insect infestation or tackling a termite issue, we believe that taking care of our customers is just as important as solving their pest problems. From the very first call through every visit that follows, our team is dedicated to delivering an outstanding experience our customers can count on for the long haul.