Find & Apply For Customer Service Manager Jobs in Springdale, Arkansas

Lead the service and retention teams behind every Rumble customer conversation: deliver exceptional care, turn concerns into stronger relationships, and protect the recurring revenue that keeps us growing. About Rumble At Rumble Pest Solutions, we protect homes, serve people, and pursue growth by building confidence in our team, peace of mind for our customers, and strength in our communities. Our vision is to build a lasting legacy of protection, growth, and trust, one customer at a time. Every customer relationship is an opportunity to demonstrate exceptional service, build trust, and deliver lasting value. The Role The Senior Customer Experience Manager oversees both Customer Service and Customer Retention, owning the full customer journey from everyday care to the moment a customer considers leaving. You'll lead and develop both teams, drive daily department performance, own the cancellation prevention strategy, and use data to find and fix the root causes of customer dissatisfaction. You'll build a positive culture with clear expectations and measurable outcomes. The ideal candidate is a strategic thinker and a strong people leader: someone who takes ownership, develops future leaders, and knows the best save is a customer who never wanted to leave. Key Responsibilities Team Leadership & Development Lead, coach, and develop Customer Service and Customer Retention Representatives to achieve individual and departmental goals. Conduct regular one-on-ones, call reviews, performance reviews, coaching sessions, and team meetings. Establish clear expectations for productivity, customer interactions, attendance, professionalism, and adherence to company standards. Build structured onboarding and training that equips associates to resolve concerns, handle cancellation requests, overcome objections, and communicate Rumble's value. Identify performance gaps and implement targeted coaching, development, and performance improvement plans. Foster a positive culture of accountability, continuous improvement, and healthy competition that reflects Rumble's core values. Recognize strong performance, address concerns promptly, and identify and develop future leaders. Customer Experience & Service Quality Ensure every customer interaction reflects Rumble's commitment to exceptional service and customer obsession. Monitor customer feedback, complaints, escalations, and service concerns to identify trends and opportunities for improvement. Ensure customer issues are handled professionally, efficiently, and with appropriate follow-through. Establish consistent processes for service recovery, billing concerns, scheduling issues, and escalations. Ensure tasks, customer commitments, and retention offers are completed accurately, on time, and within approved guidelines. Partner with leadership to develop incentive programs that reward quality service, quality saves, and sustainable outcomes. Cross-Department Collaboration Partner with Scheduling, Billing, and Operations to resolve recurring issues and improve the overall customer journey. Communicate customer feedback and emerging trends to the appropriate department leaders. Advocate for process changes that address the root causes of customer loss rather than relying solely on last-minute save attempts. Performance Management & KPIs Monitor customer satisfaction and quality assurance scores, save and retention rates, cancellation rate, volume and reasons, gross recurring revenue retained, call answer and abandonment rates, average handle time, associate productivity, attendance, schedule adherence, staffing coverage, complaint resolution, and follow-up completion. Use performance data to identify trends, root causes, and opportunities for improvement. Set clear goals, monitor progress, and communicate results and action plans to leadership. Qualifications Previous leadership experience in customer service, customer retention, contact center operations, or account management. Demonstrated success leading, coaching, and developing a performance-driven team. Strong understanding of retention strategies, objection handling, and service recovery. Excellent communication, negotiation, interpersonal, and conflict-resolution skills. Experience managing KPIs, interpreting data, and creating action plans that drive results. Ability to balance revenue protection with customer satisfaction and ethical business practices. Ability to hold others accountable while maintaining a supportive, professional work environment. Strong organizational skills and the ability to manage competing priorities in a fast-paced environment. Proficiency with CRM platforms, call center software, reporting tools, and Microsoft Office or similar. Sound judgment and the ability to handle sensitive employee and customer concerns confidentially and professionally. Rumble's Core Values

CUSTOMER OBSESSED

Exceeding expectations together

•relentlessly serving every customer

EXCELLENCE

Strive to be better every day

•refuse to settle for mediocrity

INTEGRITY

Doing the right things, the right way, every time

GROWTH MINDSET

Driven towards progress

•hungry to learn, eager to build, and committed to lifting eachother up

ADAPTABILITY

Our strength is in our flexibility

•we adjust, collaborate, and keep moving forward What Success Looks Like Well-trained, engaged, and accountable service and retention teams. Consistent improvement in customer satisfaction and service quality. Reduced call abandonment and improved responsiveness to customer needs. Improved retention, fewer preventable cancellations, and more recurring revenue retained. Consistent adherence to SOPs, with fewer missed follow-ups and unresolved concerns. Better visibility into cancellation reasons and the underlying issues driving customer loss. Strong collaboration with other departments to address problems at their source. A team culture built on trust, accountability, professional growth, and shared ownership of results. Why Join Rumble? At Rumble, growth comes from taking care of our customers and investing in our people. As Senior Customer Experience Lead, you'll make a direct impact on customer loyalty, recurring revenue, team development, and the future of our Customer Experience department. We're looking for a leader who takes ownership, develops people, challenges the status quo, and wants to help build something lasting. If you're passionate about people, solving customer problems, and driving measurable results, we want to hear from you. Rumble Pest Solutions is an equal opportunity employer. Employment decisions are made without regard to protected status under applicable law.

Pay:

From $50,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person