Service Manager Trainee, MI/OH Support Center

Service Manager Trainee - Customer Support Center

About the Role

Rollins, Inc. is seeking a motivated leader for the Service Manager Trainee position to support the Michigan & Ohio Customer Support Center. This role is part of a structured management training program designed to prepare individuals for future leadership opportunities within a fast-paced environment. You will play a key role in supporting customer service operations, employee development, workforce planning, and leadership initiatives.

Key Responsibilities

• Onboarding & Employee Development:
• Own the onboarding process for newly hired customer support employees.
• Coordinate and facilitate new hire orientation and training activities.
• Monitor new hire performance, engagement, and progress.
• Support employee development plans and career growth initiatives.
• Assist with training programs for continuous learning and professional development.
• Partner with department leaders to build internal talent pipelines and succession plans.
• Identify high-potential employees and future leadership talent.
• Customer Support Operations:
• Support the day-to-day management of Customer Support Center operations, including scheduling, customer service, and billing functions.
• Monitor team performance and ensure achievement of operational goals and service standards.
• Handle escalated customer concerns and service recovery situations.
• Analyze operational metrics to identify opportunities for improvement in productivity, customer satisfaction, and efficiency.
• Support workforce planning and staffing initiatives.
• Lead or participate in continuous improvement projects.
• Collaborate with leadership to improve operational effectiveness and deliver an exceptional customer experience.
• Employee Coaching & Performance Support:
• Provide ongoing coaching, feedback, and development support to customer support employees.
• Conduct side-by-side observations, performance discussions, and skill-development activities.
• Monitor individual and team performance metrics.
• Assist with employee engagement initiatives and recognition programs.
• Support performance management processes.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Leadership Development:
• Participate in a structured leadership development program.
• Gain experience supporting and directing the work of customer support employees.
• Develop a thorough knowledge of company policies, procedures, programs, and Customer Support Center operations.
• Exercise independent judgment and discretion.
• Partner with leadership on strategic projects, workforce initiatives, and operational planning.
• Develop skills to lead teams, manage priorities, and achieve business objectives.
• Talent Acquisition & Workforce Planning:
• Support recruiting efforts to ensure appropriate staffing levels.
• Source, screen, interview, and recommend qualified candidates.
• Partner with Talent Acquisition and operational leadership to address staffing needs.
• Maintain candidate pipelines and support an exceptional candidate experience.
• Participate in workforce planning discussions and talent development initiatives.
• Support hiring events and recruiting activities.

Requirements & Tech Stack

• Proficiency in Microsoft Office applications.
• Basic computer skills across various software and web-based applications.

Qualifications

• Excellent interpersonal, communication, and relationship-building skills.
• Strong leadership, coaching, and employee development abilities.
• Demonstrated ability to prioritize tasks and manage time effectively.
• Strong organizational, analytical, and problem-solving skills.
• Ability to interpret performance metrics and identify opportunities for improvement.
• Ability to work successfully in a fast-paced, high-volume environment.
• Strong customer service orientation and ability to effectively resolve escalated issues.
• Desire to develop into a future Customer Support Center leadership role.

Work Environment

• Primarily office-based within a Customer Support Center environment.
• Frequent interaction with employees, candidates, customers, and operational leaders.
• Limited travel may be required for leadership development programs, training events, recruiting activities, and business meetings.
• Occasional overnight travel may be required.