Customer Service Manager

Benefits:

Company parties

Competitive salary

Opportunity for advancement

Paid time off

Bonus based on performance

Coastal 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