Customer Service Representative (Remote)

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 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. Handles customer calls/correspondence for service, scheduling, and billing inquiries, turning great service into revenue-generating contacts. 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 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. Handles incoming calls from technicians to provide support. Candidate Summary Required Experience 2 years of customer service experience preferred. Ability to use a computer. Basic knowledge of Microsoft Word, Excel, and Windows. Ability to type 36 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 (80Mbps download & 20Mbps 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. Benefits All Full-Time Colleagues qualify for the following benefits; Part-Time Colleagues qualify for most benefits after they meet certain criteria. 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. #J-18808-Ljbffr Terminix