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
Responsible for leading and coaching a team of associates in providing quality service for inbound and/or outbound contacts with customers and field operations. Responsible for the day-to-day operations of the team, including adhering to company procedures, policies, and supporting the delivery of the Customer Care strategy. Responsible for the growth and development of direct reports to maximize performance and meet contact center KPIs.
Key Performance Indicators
First call resolution
Reliability (adherence)
Quality
Productivity (utilization, average handle time, etc.)
Customer Satisfaction (internal and external)
Sales Revenue
Collections
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:
Providing effective feedback, coaching, training, professional development, and corrective action
Lead work-flow distribution and floor management
Communicate with customers and field operations via phone, email, text, chat, etc.
Respond with a sense of urgency to Service Levels and maintain world class customer service
Recruit by interviewing and making effective hiring recommendations
Develop and implement process improvements
Effectively manage change to ensure departmental objectives are met
Administer performance management by diagnosing improvement opportunities
Maintain effective working relationships with Quality, Training, and Workforce Management teams
Provide suggestions to optimize procedures and keep staff motivated
Ensure adherence to policies for attendance, adherence, and established procedures
Keep management informed on issues and problems
Monitor activities of team to ensure maximum efficiency of the operation
Facilitate and participate in team and leadership meetings
Work on projects as needed
Handle and resolve customer complaints and issues
CANDIDATE SUMMARY
Required Experience
2+ years of progressive, hands-on customer support center experience
Ability to communicate effectively at all levels within an organization
Ability to influence and persuade others in the process of change management
Conflict resolution and negotiation skills
Analytical skills and attention to detail
Strong knowledge of office applications including Google Suite is preferred.
Required Leadership Traits and Characteristics
Strong commercial abilities with an attestable customer service focus.
Strong analytical and problem-solving abilities with a strong understanding of key metrics and trends.
Excellent organisational and leadership skills with the ability to operate effectively both strategically and operationally as required.
Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required.
Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.
Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders.
Formal Education, Qualifications or Training
High School Diploma
Why Choose Rentokil ?
A career with Rentokil 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 Rentokil has to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click to read more about our Total Rewards Program which includes:
Professional and Personal Growth
Multiple avenues to grow your career
Rentokil Terminix is a Drug Free workplace
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?
Our companies are proud to be Affirmative Action (AA) and Equal Opportunity Employers (EOE) inclusive of veterans and those with disabilities.
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