Customer Service Representative @ Terminix

Customer Experience & Support (1)

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

For more information about our benefits, see below!

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

Job Summary

This position is responsible for inbound and outbound contacts via an omnichannel approach to solve customer needs and expand relationships. Provide a high-quality service experience that generates creative leads. Answers predominantly routine inquiries, resolves problems that may require deviation from standard operating procedures, and promotes new products/services to expand customer relationships.

Key Performance Indicators

First Call Resolution %
Customer Satisfaction rating
Sales Revenue ( CTV lead rate)
Quality Assurance scores
Average Handle Time
Utilization (Overall % of the time Colleagues are logged in and being productive)

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include, but are not limited to the following:

Handles customer calls/correspondence for service, scheduling, and billing inquiries, turning great service into revenue-generating contacts
Offers Home Inspection leads to all customers who qualify
Cultivates and maintains ongoing customer relationships
General knowledge of the organization, products, and/or services
Excellent verbal communication skills with the ability to overcome objections and the ability to de-escalate situations
Uses a computerized system for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting
Communicates with branch personnel to resolve service and scheduling issues
Initiates outbound customer service calls for various campaigns
Handles incoming calls from technicians to provide support.

CANDIDATE SUMMARY

Required Experience

1-2 years of customer service experience preferred
1-2 years of phone sales experience preferred
Ability to use a computer
Basic knowledge of Microsoft Word, Excel, and Windows
Ability to type 35 wpm preferred

Required Leadership Traits and Characteristics

Good verbal, written, and interpersonal communication skills
Ability to overcome objections and problem-solve
Ability to work in a fast-paced environment
Good problem-solving skills
Ability to work a flexible schedule, including weekends and holidays
Must be dependable and consistently punctual for all scheduled shifts
A private home office/workspace suitable for working remotely during the scheduled shift
Broadband internet (25Mbps download & 5Mbps upload speeds) with the ability to hardwire via an Ethernet cable
Child / dependent care is necessary during the hours of the scheduled shift

Formal Education, Qualifications, or Training

High school diploma or GED

Why Choose Us?

A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.

Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.

Click here to read more about our Total Rewards Program which includes: 

Professional and Personal Growth

Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)

Health and Wellness

Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more

Savings and Retirement

401(k) retirement plan with company-matching contributions

Work-Life Balance

Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility

We are looking for individuals who want to make a difference where our customers live and work.  Is that you?

This company is a Drug Free workplace.

Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.

California residents click here to review your privacy rights.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

By applying to this job, you agree to receive initial texts from systems used on behalf of Rentokil North America, Inc., possibly including Workday, Loop, and HireVue. These systems utilize text messages to communicate with you throughout the application, interview, and pre-hire processes. You can set your communication preferences or opt out of text messages from each system at any time following the initial message. Message and data rates may apply.

Customer Service Representative

Terminix

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