Customer Service Representative ( $16/hr Remote)

Job Title

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

• 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:

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

• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more

• 401(k) retirement plan with company-matching contributions

• 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?