Support Center Manager

Description: **Position Summary** J\&J Exterminating is seeking a customer\-focused Support Center Manager to lead our centralized Customer Support team. This position is responsible for overseeing the daily operations of a remote and in\-office support center that provides exceptional customer service while supporting branch locations across multiple markets. The Support Center Manager will lead a team responsible for payment processing, accounts receivable support, and administrative assistance. The ideal candidate is a strong leader who thrives in a fast\-paced environment, embraces change, and is passionate about developing employees while improving operational efficiency. **Full\-Time** **On\-Site** **Monday\-Friday, 8:00am \- 5:00pm** **Primary Responsibilities** * Lead, coach, mentor, and develop a team of Customer Service Representatives and Support Specialists. * Monitor daily support center performance, service levels, and customer satisfaction metrics. * Ensure adherence to company policies, procedures, and service standards. * Manage staffing schedules to maintain appropriate service coverage. * Partner with branch managers to provide consistent operational support. * Supervise daily posting completion, payment processing, and administrative operations. * Analyze reports and key performance indicators to identify opportunities for improvement. * Conduct regular quality assurance reviews and coaching sessions. * Assist with onboarding, training, and continuous development of support center staff. * Develop, implement, and maintain Standard Operating Procedures (SOPs). * Collaborate with Operations, Sales, and Field Service teams to improve the customer experience. * Lead change management initiatives and support the implementation of new technologies, processes, and operational improvements. **Financial \& Administrative Responsibilities** * Manage accounts payable and accounts receivable processes, including invoice review, payment reconciliation, and financial documentation. * Generate, review, and distribute recurring operational and financial reports. * Coordinate incoming and outgoing company mail and administrative correspondence. * Oversee monthly financial closeout activities and ensure completion of required reporting. * Review employee activity and productivity reports to ensure performance expectations are met. * Maintain operational audit logs and data entry tracking reports to support quality assurance and compliance initiatives. * Provide operational support to the customer service team by assisting with complex account inquiries and customer concerns. * Serve as a backup for payment processing functions to ensure uninterrupted business operations. * Provide backup support for batch review, approval, and release processes. * Support cross\-functional departments by providing administrative, financial, and operational assistance to maintain efficient daily operations. **Performance Expectations** The Support