Customer Service Representative (Bilingual)

Terminix

23d•Remote

About The Position

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." Bilingual Hiring Req 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 lead and direct selling opportunities. Answers predominately routine inquires, 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 ($ sold per call, 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 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: Handles customer calls/correspondence for service, scheduling, and billing inquiries turning great service into revenue generating contacts Offers Home Inspection leads to all customers that qualify Identify the needs of current and new customers and offer products to close sells and generate revenue and commissions Cultivates and maintains on-going customer relationships General knowledge of the organization, products, and/or services Excellent verbal communication skills with ability to overcome objections and ability to de-escalate situations Uses 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.

Requirements

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
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 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 scheduled shift
Broadband internet (25Mbps download & 5Mbps upload speeds) with ability to hardwire via an Ethernet cable
Child / dependent care as necessary during the hours of scheduled shift
High school diploma or GED

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 that qualify
Identify the needs of current and new customers and offer products to close sells and generate revenue and commissions
Cultivates and maintains on-going customer relationships
General knowledge of the organization, products, and/or services
Excellent verbal communication skills with ability to overcome objections and ability to de-escalate situations
Uses 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.

Benefits

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