Customer Service Representative (Remote)

📋 Description

• • As a Customer Service Representative at Terminix Global Holdings, Inc., a proud member of the Rentokil family of companies, you will be at the forefront of delivering exceptional customer experiences. This role is pivotal in solving customer needs, fostering strong relationships, and identifying opportunities to expand our services, all while upholding our mission to 'protect people, enhance lives, and preserve the planet.' You will engage with customers through an omnichannel approach, handling both inbound and outbound communications with professionalism and efficiency.
• • Your primary responsibility will be to address a wide range of customer inquiries, including service requests, scheduling appointments, and billing questions. This role is not just about resolving issues; it's about transforming every interaction into a potential revenue-generating opportunity by effectively promoting our products and services. You will be empowered to provide solutions that may require deviating from standard operating procedures, demonstrating your problem-solving skills and commitment to customer satisfaction.
• • A key aspect of this position involves cultivating and maintaining strong, ongoing customer relationships. This means actively listening to customer needs, providing accurate information, and ensuring a positive and memorable experience that encourages loyalty and repeat business. You will leverage your general knowledge of the organization, its products, and services to effectively assist customers and represent the company.
• • Excellent verbal communication skills are essential. You will need to articulate information clearly, overcome customer objections with confidence, and skillfully de-escalate challenging situations, turning potentially negative experiences into positive resolutions. Your ability to communicate effectively will be a cornerstone of your success in this role.
• • You will utilize a sophisticated computerized system to manage customer interactions. This includes identifying customer needs, accurately tracking all contacts, gathering relevant information, and performing troubleshooting to resolve issues promptly. Proficiency in using these tools is crucial for maintaining efficient operations and providing seamless service.
• • Collaboration with branch personnel is a vital component of this role. You will work closely with colleagues in various branches to resolve complex service and scheduling issues, ensuring that customer needs are met efficiently and effectively across the organization. Additionally, you will provide essential support to technicians by handling their incoming calls and assisting with their needs.
• • The role is measured by several Key Performance Indicators (KPIs) designed to ensure high-quality service delivery. These include First Call Resolution percentage, Customer Satisfaction ratings, Quality Assurance scores, Average Handle Time, and Utilization (the percentage of time logged in and being productive). Consistently meeting or exceeding these metrics is critical for individual and team success.
• • This position offers a unique opportunity to contribute to a global leader in pest control and other services, operating in over 90 countries. You will be part of a company with a rich legacy of excellence, serving a diverse range of consumer and business customers across multiple industries. Your work will directly impact customer satisfaction and contribute to the company's continued growth and success.
• • The remote nature of this role requires a dedicated and professional home office environment. You must possess reliable broadband internet with specific download and upload speed requirements and the ability to connect via an Ethernet cable to ensure stable connectivity. Furthermore, you must be able to manage your work schedule independently, ensuring child or dependent care is arranged during your scheduled shift hours to maintain focus and productivity.
• • We are seeking individuals who are not only adept at customer service but also possess strong leadership traits and characteristics. This includes a proactive approach to problem-solving, the ability to thrive in a fast-paced environment, and a commitment to dependability and punctuality. Your adaptability to work a flexible schedule, including weekends and holidays, will be essential for meeting the dynamic needs of our customer base.