Now Hiring: Customer Service Supervisor (Mission Control Call Center)
Lead, coach, and elevate the customer experience -- every call, every day.
Rocket Pest Control is an out of this world company looking for the best people to help us be the trusted choice in pest control!
Rocket's Mission Control Call Center is looking for a hands-on Customer Service Supervisor who can motivate a team, strengthen performance, and take ownership of escalations. If you're equal parts coach, problem-solver, and customer advocate -- and you thrive in a fast-paced environment with clear standards and high expectations - this role is for you.
About the Role
As a Customer Service Supervisor, you will train and support Customer Service Professionals while handling escalations and key customer-service activities (including saves and appropriate credits/adjustments). You will also act as a communication hub between technicians, sales staff, department leaders, and customers to quickly resolve issues that impact the customer experience.
What You Will Do
In this role, you’ll lead daily operations for our call center team while modeling and reinforcing Rocket’s Core Values.
- Supervise and mentor call center agents to ensure optimal performance.
- Drive team achievement of productivity and quality targets.
- Oversee attendance and adherence to schedules.
- Monitor and assess agent performance through regular evaluations.
- Provide targeted feedback, coaching, and training for continuous improvement.
- Conduct performance reviews and establish individual goals.
- Maintain high customer service standards and compliance with policies.
- Review call recordings and enforce quality assurance protocols.
- Analyze operational data to identify trends and improvement opportunities.
- Prepare and deliver performance reports to senior management.
- Resolve escalated customer issues and support agents with complex cases.
- Implement proactive strategies to prevent recurring problems.
- Promote ongoing learning and professional development within the team.
- Foster a positive, collaborative work environment.
- Recognize and reward exceptional performance.
- Address team conflicts promptly and constructively.
- Identify and implement process enhancements for efficiency and customer satisfaction.
- Streamline workflows to optimize service delivery.
- Ensure compliance with company policies and legal requirements.
- Perform additional duties and projects as assigned.
What You Will Bring:
Minimum Qualifications include:
Education: High School diploma or equivalent.
Experience:
o Previous customer service and/or inside sales experience is required.
o Prior supervisor experience in a call center or high-volume customer service environment.
Technical Skills: Working knowledge of Microsoft Word, Excel and Outlook required.
Analytical Skills: Strong problem-solving and attention to detail.
Soft Skills: Excellent written and verbal communication; ability to work independently and collaboratively; strong relationship building skills; professional; results-oriented and team focused.
Other Requirements:
o Reliable transportation.
o Successful completion of a criminal background check.
o Successful completion of pre-employment drug screening.
Schedule and Location:
Monday - Friday,
Call Center Hours: 7:30AM - 6:00 PM
5840 W. Cypress Street, Suite F, Tampa, FL 33607
Your Rewards
- 8 Company-paid Holidays per year
- Earn up to 10 Days of Paid-Time Off per year
- Company-Paid group life insurance, Short-Term Disability
- Medical, Dental, and Vision plans
- Retirement Plans with Company match including 401k up to 5%
- Employee Assistance Program
Rocket Pest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application or the recruiting process, please let our recruitment team know.