Customer Care Representative

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 Customer Service Representative is responsible for delivering a high-quality customer experience by handling inbound customer interactions related to general service inquiries, billing, account management, and issue resolution. This role focuses on understanding customer needs, providing accurate and timely solutions, and promoting customer satisfaction and retention.

Representatives are expected to demonstrate ownership of customer concerns, effectively navigate systems and processes, and resolve inquiries efficiently while adhering to established policies and procedures. Additionally, representatives identify opportunities to offer Whole Home Inspections to help customers address potential pest concerns and maximize the value of our services.

Duties & Responsibilities

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. Responsibilities and essential job functions include, but are not limited to, the following:

• Handle inbound customer inquiries related to service, scheduling, billing, account management, and general customer support.
• Deliver a high-quality customer experience by actively listening, identifying customer needs, and providing accurate, timely, and effective resolutions.
• Demonstrate ownership of customer concerns, with a focus on first-contact resolution, customer satisfaction, and retention.
• Identify opportunities to upsell relevant products and services based on customer needs, using a consultative approach to communicate value.
• Proactively offer and schedule Whole Home Inspections for qualifying customers to identify potential pest concerns and additional service opportunities.
• Build and maintain positive customer relationships through professional communication, empathy, and effective problem-solving.
• Utilize customer relationship management systems and other technology platforms to access account information, document interactions, troubleshoot issues, and process customer requests.
• Collaborate with branch personnel and internal support teams to resolve service, scheduling, and account-related concerns.
• Adhere to established policies, procedures, quality standards, and performance expectations while ensuring accurate documentation and efficient call handling.

Candidate Requirements

Education

• High school diploma or GED

Required Skills, Competencies & Qualifications

• General knowledge of company products, services, and customer service processes, with the ability to learn and apply new information effectively.
• Strong verbal, written, and interpersonal communication skills, with an emphasis on active listening, empathy, and professionalism.
• Ability to identify customer needs, resolve concerns, overcome objections, and recommend appropriate products and services through a consultative approach.
• Strong problem-solving and critical-thinking skills, with the ability to take ownership of customer inquiries and drive effective resolutions.
• Ability to work efficiently in a fast-paced, high-volume contact center environment while maintaining accuracy and delivering a positive customer experience.
• Ability to navigate multiple computer systems and applications simultaneously while documenting customer interactions accurately.
• Demonstrated commitment to achieving performance expectations, including customer satisfaction, first-contact resolution, quality, productivity, and sales-related goals.
• Ability to adapt to changing business needs, processes, technology, and customer expectations.
• Ability to work a flexible schedule, including evenings, weekends, and holidays, based on business needs.
• Dependable and consistently punctual, with the ability to maintain reliable attendance and adhere to assigned work schedules.
• For remote positions, a private, dedicated workspace suitable for handling customer interactions professionally and securely.
• Reliable broadband internet connection with minimum speeds of 25 Mbps download and 5 Mbps upload, with the ability to connect directly via Ethernet.
• Ability to maintain a distraction-free work environment during scheduled shifts, including arranging appropriate child or dependent care when necessary.

Experience & Technical Proficiency

• 1–2 years of customer service experience preferred, ideally in a contact center, customer support, or service-oriented environment.
• Experience handling inbound customer inquiries, resolving concerns, and delivering positive customer experiences preferred.
• Previous experience identifying customer needs, recommending additional products or services, and overcoming objections is a plus.
• Proficiency in using computers and navigating multiple applications simultaneously while assisting customers.
• Working knowledge of Microsoft Office applications, including Word, Excel, and/or Google suite tools, and familiarity with Windows operating systems.
• Experience using customer relationship management (CRM) systems or contact center technology preferred.
• Ability to type a minimum of 25 words per minute preferred, with strong attention to accuracy and documentation.
• Ability to quickly learn and adapt to new systems, technologies, and processes.

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sitting for long periods of time while using office equipment such as computers, phones and etc.
• Performing repetitive motions involving the wrists, hands, and fingers, such as typing, picking, and pinching, within your regular work environment.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

• Near-range visual acuity for detailed tasks and ability to perform activities with precision such as analyzing data, viewing computer screens or reading extensively.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

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:

Professional and Personal Growth

• Multiple avenues to grow your career

• Training and development programs available

• Tuition Reimbursement benefits (for FT Colleagues)

Health and Wellness

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

• Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1

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.