Customer Service Manager

Job Description

Job DescriptionCoastal Wildlife & Pest Services – Jacksonville, FL

Coastal Wildlife & Pest Services, one of the fastest-growing pest and wildlife control companies in Northeast Florida, is seeking a Customer Service Manager to work full-time, in person at our Jacksonville office and lead the development of a world-class customer experience.

This is a hands-on, in-office leadership role. While this position will eventually train and manage a remote customer service team, the Customer Service Manager themselves will work on-site and closely alongside ownership, operations, and leadership.

If you have strong customer service leadership experience, thrive in fast-paced environments, and want to help build systems and teams—not just maintain them—this role offers real opportunity for growth.

This Is an In-Office Position

To be clear:

• This role is not remote
  
  
• This role is not hybrid
  
  
• Daily, in-person presence at our office is required
  
  

You will be the anchor for our customer service department and the point person connecting customers, technicians, and leadership.

The Opportunity

You will own the customer experience from first phone call through long-term relationship. Your role is to set the standard, build structure, and ensure that every customer interaction reflects our professionalism, expertise, and commitment to service excellence.

As we grow, you will be responsible for training and managing remote customer service representatives, but your leadership and oversight will remain office-based.

Key Responsibilities

• Manage all inbound and outbound customer service activity from our office
  
  
• Lead, train, and coach customer service representatives (current and future remote team members)
  
  
• Handle and oversee:
  
  
  • New customer intake calls
    
    
  • Scheduling and service coordination
    
    
  • Existing customer inquiries and issue resolution
    
    
• Establish call standards, scripts, workflows, and accountability metrics
  
  
• Conduct call reviews and provide structured feedback and coaching
  
  
• Monitor and improve KPIs including:
  
  
  • Call quality and conversion
    
    
  • Customer satisfaction and retention
    
    
  • Scheduling accuracy and follow-up
    
    
• Work closely with operations and leadership to align customer expectations with field execution
  
  
• Identify breakdowns in the customer journey and implement process improvements
  
  
• Maintain a high-performance, customer-first culture within the team
  
  

Qualifications

• 2+ years of customer service experience required
  
  
• Previous management or team leadership experience strongly preferred
  
  
• Proven ability to train, coach, and hold team members accountable
  
  
• Strong phone presence and professional communication skills
  
  
• Experience improving customer satisfaction, call performance, or retention
  
  
• Highly organized, detail-oriented, and process-driven
  
  
• Comfortable working in an in-office environment and collaborating daily with leadership
  
  
• Ability to lead confidently while remaining hands-on when needed
  
  

This role is not a fit for someone who:

• Is seeking a remote or hybrid position
  
  
• Avoids accountability or performance metrics
  
  
• Needs constant supervision
  
  
• Views customer service as simply “answering phones”
  
  

Why Join Coastal Wildlife & Pest Services?

We are building something intentionally—not a call center, not a stagnant operation. This role is a key leadership position in a company that values initiative, ownership, and results.

• Competitive compensation based on experience
  
  
• Clear opportunity for advancement as the company grows
  
  
• Direct access to ownership and leadership
  
  
• Ongoing training and professional development
  
  
• Supportive, team-oriented culture
  
  
• Quarterly team outings and company events
  
  

About Us

Coastal Wildlife & Pest Services is a family-owned business serving the Jacksonville area since 2022. We specialize in expert, ethical wildlife and pest solutions and are committed to delivering an exceptional customer experience at every touchpoint. Our mission is to set the standard for professionalism, responsiveness, and service excellence in North Florida.

Learn more at: https://coastalwildlifeservices.com