Customer Service Representative, Lead, Ambius

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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."

Overview

The Ambius CSC team lead plays a crucial role, serving as a liaison between frontline customer service representatives (CSRs) and management. They are directly responsible for the daily operations, performance, and development of their team, ensuring high-quality customer service is delivered. Overseeing the day-to-day activities of a team of CSRs, ensuring they adhere to schedules, policies, and service standards.

Duties & Responsibilities

• Support Customer Care Supervisor by ensuring service standards are met. The team lead is responsible for monitoring incoming chats and emails to assess volume, agent availability, and to identify areas where agents may require immediate support. The lead is also expected to assist the supervisor in distributing work evenly among agents. This may involve reassigning tasks or encouraging agents to take on additional interactions when necessary.

• Assist with training new hires and conducting refresher sessions on new products, policies, or system updates.

• Acting as the first point of contact for complex, escalated, or difficult customer issues that frontline CSRs cannot resolve.

• Proactively identifying root causes of issues and developing sustainable solutions. Working closely with the Customer Care Supervisor on action plans to initiate solutions.

• Monitoring chat or email queues in real-time and directing agents. Adjusting staffing to maintain service levels.

• Ensuring the team effectively utilizes CRM systems, ticketing platforms (such as Zendesk), and other tools, and providing input on tool enhancements.

Candidate Requirement:

Experience

• 1-2 years of experience in a customer support center role

• Include desired certifications, additional experience requirements, and/or preferred experience.

• Excellent customer service, ability to handle de-escalation calls

• Strong oral and written communication skills.

• Well-versed in Wholesale/Distribution System, Zendesk, and E Solutions

Pay Range

Hourly: $16.50 - $20.00

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.

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.

Know Your Rights - Workplace Discrimination is Illegal

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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.

The following applies where applicable by law: Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Employees in this position perform work within customer's residences, property, and places of business often unsupervised and with access to vulnerable populations. They may have access to company and customer's records including personal identifiable information, financial records, make financial quotes and commitments on behalf of the company, use, handle, and have access to regulated chemicals that could cause harm to humans or the environment if used inappropriately. They work closely with other colleagues, vendors and/or customers and must be able to resolve conflicts and disputes in a non-violent and non-disruptive manner. They may drive a company vehicle as a primary duty and must safely operate a vehicle on the public streets, and receive company equipment to perform work.