Service Manager Trainee- MI/OH Support Center

You'll join a team backed by more than 120 years of delivering top-notch service and play a key role in supporting customer service operations, employee development, workforce planning, and leadership initiatives that help drive business success. Through a structured management training program, this position prepares individuals for future leadership opportunities while partnering with Customer Support Center leadership to deliver an exceptional employee and customer experience.

Overview:

Are you a motivated leader who enjoys developing people, improving customer experiences, and driving operational success? Do you thrive in a fast-paced environment where you can make an impact through coaching, problem-solving, and team development? If so, you may be the perfect fit for our team.

 

We are seeking a talented Service Manager Trainee - Customer Support Center to support our Michigan & Ohio Customer Support Center.

You'll join a team backed by more than 120 years of delivering top-notch service and play a key role in supporting customer service operations, employee development, workforce planning, and leadership initiatives that help drive business success.

 

Ready to start a career with staying power? Apply now! 

 

 

Responsibilities:

At Orkin, our purpose is to help protect the world where we live, work, and play. We operate a fast-paced Customer Support Center with dedicated scheduling, customer service, and billing teams that support customers and field operations throughout Michigan and Ohio.

 

The Service Manager Trainee is responsible for supporting the overall performance, development, and success of the Michigan & Ohio Customer Support Center. This role provides leadership support for customer service, scheduling, billing, employee development, workforce planning, and operational effectiveness. While recruiting and onboarding are important responsibilities, the primary focus of this position is to manage customer support teams, drive performance, resolve escalated customer concerns, and support day-to-day operations.

 

Through a structured management training program, this position prepares individuals for future leadership opportunities while partnering with Customer Support Center leadership to deliver an exceptional employee and customer experience.

 

You will…

• • 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 throughout the onboarding period.
  • Support employee development plans and career growth initiatives.
  • Assist with training programs that promote continuous learning and professional development.
  • Partner with department leaders to build internal talent pipelines and succession plans.

Help 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.
• Partner with leadership to monitor team performance and ensure achievement of operational goals and service standards.
• Handle escalated customer concerns and service recovery situations with professionalism and urgency.
• Analyze operational metrics and identify opportunities to improve productivity, customer satisfaction, and efficiency.
• Support workforce planning and staffing initiatives to meet business needs.
• Lead or participate in continuous improvement projects designed to enhance customer and employee experiences.
• Collaborate with Customer Support Center 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 and partner with leadership to improve results.
• Assist with employee engagement initiatives and recognition programs.
• Support performance management processes, including coaching, accountability discussions, and development planning.
• Help foster a culture of accountability, collaboration, and continuous improvement.

Leadership Development

• Participate in a structured leadership development program designed to prepare individuals for future management opportunities.
• Gain experience supporting and directing the work of customer support employees through coaching, training, and performance management activities.
• Develop a thorough knowledge of company policies, procedures, programs, and Customer Support Center operations.
• Exercise independent judgment and discretion in matters of significance affecting employees, customers, and operations.
• Partner with Customer Support Center leadership on strategic projects, workforce initiatives, and operational planning.
• Develop the skills necessary to lead teams, manage priorities, and achieve business objectives.

Talent Acquisition & Workforce Planning

• Support recruiting efforts to ensure appropriate staffing levels within the Michigan & Ohio Customer Support Center.
• Source, screen, interview, and recommend qualified candidates for customer support positions.
• Partner with Talent Acquisition and operational leadership to address current and future 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 as needed.

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 throughout the onboarding period.
• Support employee development plans and career growth initiatives.
• Assist with training programs that promote continuous learning and professional development.
• Partner with department leaders to build internal talent pipelines and succession plans.
• Help identify high-potential employees and future leadership talent.

 

We Offer:

 

What type of benefits will you receive?

• Competitive earnings and a company vehicle with gas card
• Annual salary between $61,000 to $64,000
• Company provided iPhone and iPad with sales software
• Comprehensive benefits package including medical, dental, vision, maternity, & life Insurance
• 401(k) plan with company match, employee stock purchase plan
• Paid vacation, holidays, and sick leave
• Employee discounts, tuition reimbursement, dependent scholarship awards
• Industry leading, quality, comprehensive training program

Why Orkin?

• You’re seeking an opportunity with career potential in a reliable, recession-resistant industry
• You have a service-oriented mindset that leads you to build loyalty and trust with customers
• You hold yourself responsible to commitments
• You value being part of a team
• You want to keep learning, improving and developing as a leader
• You want to join a company that supports the community
• You want a career with a purpose at a mission-driven company that values
  • Safety
  • Professionalism
  • Empathy
  • Integrity
  • Innovation

Qualifications:

What do you need to be successful?

• 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.
• Proficiency in Microsoft Office applications.
• Ability to work successfully in a fast-paced, high-volume environment.
• Basic computer skills across various software and web-based applications.
• Strong customer service orientation and ability to effectively resolve escalated issues.
• Desire to develop into a future Customer Support Center leadership role.

 

What will my work environment be like?

Candidates must meet physical job requirements and safely perform the job duties with or without accommodations:

• 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.

 

Orkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer