Customer Care Manager

Customer Care ManagerPlatinum Pest Solutions — Lansing, Illinois | Full-Time, Exempt | Onsite 5 Days/Week | Occasional Travel to Milwaukee & Indianapolis$70,000–$85,000 base + 5–10% bonus targetAbout Platinum Pest SolutionsPlatinum is a commercial pest control company headquartered in Lansing, Illinois, with operations in Milwaukee and Indianapolis. We protect multifamily apartment portfolios and commercial properties through general pest, bed bug, and canine inspection services. We employ 80+ people and are growing into new markets. We run on EOS (Entrepreneurial Operating System) — clear seats, clear numbers, quarterly Rocks, and a weekly leadership rhythm where the person accountable for a number brings that number. Our core values: Dream Big, Positive Optimistic Energy, Great Customer Service, Compassion, and Platinum Pride.Why This Seat ExistsWhen something goes wrong on a property, the customer calls us. What happens in the next twenty minutes decides whether that becomes a fixed problem or a lost account. Most of our work comes from property management companies that trust us with a lot of buildings at once — one regional manager who stops believing we are responsive can move a dozen communities. That makes customer care a retention function, not an administrative one. This is a build seat: we are replacing our operating platform, standardizing how we work across three markets, and putting real structure behind how customer issues get logged, routed, and closed.What You'll OwnThe customer care team: Lead, coach, and schedule the team so phones and email are covered across all customer hours; set standards for response speed and promises; hire and develop as the function growsCustomer contact & resolution: Own inbound customer contact across all three markets, from resident complaints to regional escalations; own intake, routing, and closure; resolve issues before they become billing disputes; own the escalation path to service managers and leadershipScheduling & service coordination: Partner with Operations on schedule changes, add-on requests, and emergency calls; act as the bridge between customer requests and route capacity; support clean Sales-to-Service handoffsSystems & information: Own customer care through the migration from PestPac to Fieldwork, and the customer side of HubSpot; ensure complete interaction history is logged so no customer explains a problem twiceMilestonesFirst 90 days: Response time and first contact resolution measured and reported weekly; a documented escalation path used by customer care and service managers; every open complaint worked to a closed answer with a named owner and date; time spent with service managers in all three markets, including at least one field ride-alongFirst 12 months: Complaint and callback closure time trending down; zero service disputes reaching collections without prior Finance/Ops awareness; customer care fully operating in Fieldwork with complete account history; repeat complaints fed back to Operations to fix root causes; a stable team covering phones without heroics and a bench built for growthWhat You Bring3+ years leading a customer service, dispatch, or call center team, with direct experience managing people rather than just handling escalated callsExperience in field service, trades, delivery, logistics, or a similar business where customers wait on a person to show upStrong written communication skills, with the ability to write emails that de-escalate complex situationsWorking proficiency with AI tools, with the expectation to use Claude Team directly and raise standards for the teamWillingness to work onsite in Lansing, IL five days a week, sitting directly with the team you leadA builder temperament — comfortable writing processes and standards that do not exist yetNice to HaveBackground in route-based service (pest control, HVAC, plumbing, landscaping, janitorial, restoration) · experience with property management companies or multifamily accounts · experience with Fieldwork, PestPac, ServiceTitan, or HubSpot · experience through a customer-facing software migration · conversational Spanish · familiarity with EOSWho Thrives HereYou'll do well if you believe a customer problem is an opportunity to prove value, prefer fixing root causes over closing tickets, and want to build how a function works rather than inherit it. You won't do well here if you need a script for every situation, prefer escalating over deciding, or want systems and standards pre-built. They are being built now — that's the job.BenefitsHealth/Dental/Vision (60% employer-covered, all tiers including family) · 401(k) with 4% match · 3 weeks PTO + holidaysPlatinum Pest Solutions is an Equal Opportunity Employer.